Job Description

Job Title: Team Lead / Team Manager Healthcare Voice Process Location: Alorica India, Bangalore Job Type: Full-time (Rotational Shifts & Rotational Week-offs) Job Summary: We are looking for an experienced Team Lead/Team Manager to oversee a Healthcare Voice Process in a BPO operations environment . The ideal candidate should have a strong background in managing customer service teams , driving operational KPIs , and ensuring an excellent customer experience . Key Responsibilities: Team Management: Supervise and mentor a team of 15 customer service agents to ensure high performance. Performance Monitoring: Track and improve key metrics like NPS (Net Promoter Score), AHT (Average Handling Time), CSAT (Customer Satisfaction), and FCR (First Call Resolution) . Quality & Compliance: Ensure adherence to healthcare industry regulations and maintain compliance with company policies. Process Improvement: Identify gaps, implement process improvements, and enhance operational efficiency. Coaching & Development: Conduct regular coaching sessions, feedback discussions, and performance evaluations. Escalation Handling: Address customer complaints effectively and support agents in resolving complex queries. Key Requirements: Experience: Minimum 1 year of experience as a Team Lead handling a Healthcare Voice Process in a BPO environment. Industry Knowledge: Strong understanding of customer service KPIs, healthcare industry regulations, and patient handling etiquette . Leadership Skills: Ability to motivate, guide, and manage a team to achieve operational goals. Communication Skills: Excellent verbal and written English communication skills. Flexibility: Willing to work in rotational shifts and rotational week-offs . Immediate Joiners Preferred Non-negotiable. Compensation & Benefits: Competitive salary package Night shift allowance (if applicable) Performance incentives based on team KPIs