Team Lead - Operations - BPO/ITeS

Role : Team Lead - Operations

Shift : Night Shift

Shift Timings :

6:30 PM to 3:30 AM

7:30 PM to 4:30 PM

8:30 PM to 5:30 PM

9:30PM to 6:30 AM

US Non Voice Process

Experience : 5yrs +

Responsibilities :

1. Operates a variety of client systems and performs complex tasks and activities without supervision following information security policies, procedures and guidelines. Meets and exceeds client performance standards.

2. Interacts with co-workers and supervisors to audit and troubleshoot to meet client needs in a timely manner. Takes initiative to find solutions and works effectively as a member of the team.

3. Develops and implements procedures to meet quality, quantity, and timeliness standards.

4. Composes clear, polite, and well-organized emails to communicate with clients. Anticipates client needs proactively and takes initiative.

5. Coaches' less-experienced staff in learning procedures and insurance knowledge.

6. Analyzes the root cause of processing problems and keeps team and supervisor, and client informed of issues and solutions.

Competencies, Skills and Behaviors:

- Train others

- Builds team relationships

- Communicates effectively

- Demonstrates functional excellence

- Customer centric