Team Leaders - US Healthcare

maximum efficiency and cost-effectiveness

• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology

• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments, upper management or clients
• Production for 20-30 hours per month or as required depending on business volumes

• Develops and maintains positive working relationships with others.
• Shares ideas and information.
• Assists the team unprompted.
• Takes pride in the achievement of team objectives.
• Has credibility with team, peers, and senior managers.
• Self-motivated – driven to achieve results.
• Works with a sense of urgency.
• High customer service ethic – is passionate about meeting customer as well as client expectations

• Keeps pace with change – acquires knowledge/skills as the business evolves.
• Handles confidential information with sensitivity.

• Bachelor’s degree or equivalent is mandatory
• Should have at least 2 years’ experience as Team Lead in a contact center environment handling

• Experience in US Healthcare preferred
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Manage a team size of 18-20 call center associates
• A solid understanding of data crunching, eye for details and meticulous with documentation.
• Strong analytical, critical thinking and problem-solving skills.
• Excellent verbal and written communication skills.
• Computer proficiency in Microsoft Office (Word, Excel, Outlook) is required; Access knowledge is

• Knowledge of QC tools is mandatory
• Strong organizational skills and adaptive capacity for rapidly changing priorities and workloads.
• Strong interest in working with large data sets and various databases to create daily reports and

• Comfort in working with team members that are remote and located in the US, India or other

• Self-motivated and should have a drive to succeed
• Must be detail-oriented and flexible to work in a fast-paced, dynamic environment.
• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient

• Candidate should be ready to work in rotational shifts, including night shift as per business

• Candidate should be ready to work on Saturday or 6th day as per business requirement.
• Candidate should be open to occasional requirement to travel (primarily related to training and

Company meetings) to India or the US.