Job
Description
HCLTech Walk-in Drive for Senior Team Lead Opeartions - Collections - 2nd &3rd of June 25 Timings: 11:00AM- 2:00PM Venue: 138, 602/3, Medavakkam High Road, Elcot Sez, Sholinganallur, Chennai, Tamil Nadu 600119. JOB SUMMARY Responsible for overseeing daily operations for a team of 15 to 25, ensuring production targets are met with quality output. Additionally, responsible for maintaining compliance, standards and following regulations. coordinate with agents, management and clients to ensure process & performance streamlining. KEY WORDS International call center, US Healthcare, RCM, Team Management, Quality management, Provider RCM, Attrition and Shrinkage Control, Team motivation and engagement, Client calls. ESSENTIAL RESPONSIBILITIES : Responsible for the day-to-day management of 15 25 front level agents Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction Minimize errors/feedback and increase first touch resolution through effective coaching, support, supplemental training and understanding of departmental procedures to maximize utilization of resources Provide feedback on performance, monitoring attendance, leave requests, ensure accuracy of hours worked and adherence to company policies and procedures Recommend and/or make decisions in personnel related matters (Attrition, disciplinary actions, and terminations). Assist with attendance documentation, weekly timesheet validation and schedule adherence. Monitor and adjust staffing levels to ensure service levels are being met with continued focus on exceeding performance requirements. Act as point of contact for escalated account issues or problems that occur by directly responding to escalated calls from customers Timely response to emails. SKILLS AND COMPETENCIES Proficiency in Microsoft Office (Excel and PPT) High proficiency in communication (Written and spoken) Focuses on delivering a positive customer experience. Proven leadership experience. Should be a team player. Ability to develop, lead and motivate a team. Ability to identify process improvement ideas for implementation Ability to provide and support a vision and direction. Proficiency to assemble, organize and sequence work. FORMAL EDUCATION AND EXPERIENCE Bachelors degree in any stream and progressive work experience in Healthcare RCM Minimum 1-2 year of experience as team leader 4-6 years of overall experience
