Walk-In Drive @ Gurugram | Team Lead (Health & Welfare)
- TELUS International
- 1 - 3 years
- Noida, Gurugram
- 7 months ago
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Job Description
We are seeking an experienced and dynamic Team Lead to oversee our international voice process team in the Health and Welfare domain. The ideal candidate will manage day-to-day operations, ensure high-quality customer service, and lead a team of customer service representatives to meet performance targets.
Role & Responsibilities
- Training and Development: Organize and conduct training sessions to enhance team skills and knowledge. Provide ongoing coaching and feedback to improve performance.
- Performance Monitoring: Monitor team performance through call listening, feedback, and performance reviews. Implement corrective actions when necessary.
- Process Improvement: Identify areas for process improvement and implement strategies to enhance efficiency and customer satisfaction.
- Compliance: Ensure team compliance with company policies, industry regulations, and procedures related to health and welfare benefits.
- Reporting: Generate, analyze, and present regular performance reports to senior management. Track and report on key metrics such as customer satisfaction, first-call resolution, and response times.
- Issue Escalation: Handle complex issues and escalate matters to senior management as necessary for resolution.
- Resource Management: Manage scheduling, staffing levels, and resource allocation to meet workload demands and service level agreements (SLAs).
Skill requirements:
- Minimum 2 years of experience in International Voice Process within the US Healthcare Health and Welfare domain.
- In-depth understanding of US healthcare terminologies, benefit plans, and regulations.
- Deep understanding of CMS (Centers for Medicare & Medicaid Services) guidelines
- Familiarity with Medicaid programs by state
- Strong listening and verbal communication
- Patience and empathy for cognitive or hearing impairments
- Proficiency in navigating multiple systems and tools
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Walk-insContact Details:
Company: TELUS InternationalLocation(s): Noida, Gurugram
Keyskills: Health And Welfare Counseling Skills Benefits Administration Communication Skills Customer Service Health and Welfare Programs Compliance Employee Wellbeing Medicaid Centers For Medicare & Medicaid Services
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