Job Description
Job Title: Team Leader Call Centre operations
Job Type: Full Time
Function/Department: Health Plan and Healthcare Services
Location: Hyderabad
Roles & Responsibilities
- Team Management & Coaching:
- Lead, mentor, and motivate a team of call centre executives to achieve KPIs (productivity, quality, resolution, satisfaction).
- Conduct regular performance reviews, one-on-ones, and skill-development sessions.
- Address agent concerns and escalate systemic issues to Operations Management.
- Operational Excellence:
- Monitor real-time call queues, manage schedules, and ensure optimal coverage for 24/7 healthcare inquiries.
- Audit calls for accuracy, compliance, and adherence to healthcare protocols (billing, claims, benefits).
- Ensure team utilization of tools ...
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