Team Lead – Customer Support (Voice Process)
Department
BPO Operations
Employment Type
Full-Time
Reporting To
Process Manager / Operations Manager
About Hutah Technologies
Hutah Technologies is a technology and business process solutions company delivering high-quality voice and non-voice support services to global clients. We are committed to operational excellence, customer satisfaction, employee development, and continuous process improvement.
Team Management
- Lead, coach, and develop a team of customer service representatives.
- Take care of Travel Insurance SOP based on US Inbound calls
- Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
- Monitor attendance, schedule adherence, and productivity.
- Foster a positive and high-performance work environment.
Operational Excellence
- Manage daily inbound call center operations to achieve service-level targets.
- Monitor key metrics such as AHT, CSAT, FCR, Quality Scores, and Adherence.
- Ensure team meets productivity and performance goals.
- Support workforce management activities and staffing requirements.
Quality & Compliance
- Ensure adherence to HIPAA regulations and healthcare compliance requirements.
- Review quality scores and implement action plans for performance improvement.
- Conduct call reviews and provide coaching to improve customer interactions.
- Collaborate with Quality, Training, and Compliance teams to address process gaps.
Customer Experience
- Handle escalated member and provider concerns professionally.
- Drive customer satisfaction initiatives and improve service delivery.
- Identify trends affecting customer experience and recommend solutions.
Reporting & Analysis
- Prepare daily, weekly, and monthly performance reports.
- Analyze operational data to identify opportunities for improvement.
- Present team performance updates to management.
Training & Development
- Support onboarding and training of new hires.
- Identify training needs and coordinate refresher sessions.
- Mentor team members for career development and succession planning.
Required Qualifications
- Bachelor's degree or equivalent experience.
- 3–5+ years of experience in a contact center environment.
- At least 4 years of supervisory or team leadership experience.
- Experience in US healthcare insurance, payer, provider, or healthcare BPO operations.
- Strong knowledge of:
- Eligibility & Benefits
- Claims
- Prior Authorization
- Provider Services
- Member Services
- Medicare and Medicaid (preferred)
- Understanding of HIPAA and healthcare compliance requirements.
Required Skills
- Strong leadership and people-management skills.
- Excellent communication and interpersonal abilities.
- Coaching, mentoring, and performance management expertise.
- Problem-solving and decision-making capabilities.
- Data analysis and reporting skills.
- Proficiency in Microsoft Excel, PowerPoint, and contact center tools.
Key Performance Indicators (KPIs)
- Service Level Achievement (SLA)
- Average Handle Time (AHT)
- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- Quality Scores
- Schedule Adherence
- Employee Engagement and Retention
- Compliance and Audit Results
Preferred Qualifications
- Experience leading teams supporting US health insurance members or providers.
- Knowledge of quality frameworks and continuous improvement methodologies.
- Experience with CRM and workforce management tools.
Work Schedule
- Willingness to work in US shifts and rotational schedules.
- Ability to manage operations in a fast-paced contact center environment.
What We Offer
- Competitive salary and performance incentives.
- Career growth opportunities.
- Professional training and development.
- Employee-friendly work culture.
- Health and wellness benefits.
Location: Hyderabad / Remote / Work from Office (as applicable)
Shift: Rotational Shifts
Industry: BPO / Customer Support / Customer Experience Operations
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
