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Leading BPO | Mumbai (Malad)
Hiring: Team Leader / Assistant Manager
Process: US Healthcare Voice Process
Role Highlights
Location: Mumbai (Malad)
CTC: Up to ₹9 LPA
Minimum 1 year of experience as a Team Leader in an International BPO (Customer Service)
Experience in US Voice Process is mandatory
Strong understanding of operational metrics including Attrition, Shrinkage, CSAT, NPS, SLA, AHT, and FCR
Excellent verbal and written communication skills
Key Responsibilities
Lead and supervise a team of customer service associates, ensuring productivity, attendance, and adherence to company policies.
Coach and mentor team members through regular performance reviews to achieve operational KPIs.
Identify performance gaps, implement improvement plans, and manage disciplinary actions when required.
Ensure all contractual KPIs, quality standards, and financial targets are consistently achieved.
Handle customer escalations and provide subject matter expertise for complex cases.
Conduct regular team meetings, share process updates, and drive employee engagement activities.
Monitor adherence to internal processes, compliance requirements, and organizational policies.
Drive continuous improvement through coaching, feedback, and performance management.
Required Skills
Strong leadership, coaching, and people management skills.
Excellent analytical and problem-solving abilities with a data-driven approach.
Hands-on experience managing operational metrics such as AHT, FCR, Service Levels, Appointment Booking, Conversion, CSAT, NPS, Shrinkage, and Attrition.
Ability to work in a fast-paced, target-driven environment while ensuring quality and compliance.
Experience handling complex customer escalations, patient queries, medical scheduling, and coordination with doctors/hospitals in a healthcare environment.
High emotional intelligence with excellent crisis management and communication skills.
Ability to multitask, prioritize effectively, and consistently meet deadlines.
Strong written and verbal communication skills.
Shift Details
Flexible to work in 24×7 rotational shifts.
📧 Interested candidates can share their updated CV at: simmi@hiresquad.in
Work arrangement
No
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