Key Responsibilities
- Lead and manage a team of Service executives, ensuring daily targets, quality benchmarks, and
SLAs are consistently met.
- Own end-to-end process workflows across assigned Operations and Service functions ,
including task allocation, escalation handling, and performance tracking.
- Monitor team productivity using operational dashboards and MIS reports; identify bottlenecks
and drive continuous improvement initiatives.
- Conduct regular team huddles, performance reviews, and one-on-one coaching sessions to
maintain high team engagement and output quality.
- Collaborate with cross-functional teams including technology, client success, and quality
assurance to streamline processes and reduce turnaround times.
- Identify training needs and work with the L&D team to onboard and upskill team members on
tools, processes, and compliance requirements.
- Handle escalations, resolve process conflicts, and act as the first point of contact for operational
issues within the team.
- Ensure adherence to company policies, data privacy standards, and healthcare compliance
guidelines across all team operations.
Required Skills
- 4–5 years of experience in BPO or Operations Services, with at least 2 years in a team lead or
supervisory role , non-negotiable.
- Proven track record of managing teams of 10+ executives in a process-driven, target-oriented
environment.
- Strong understanding of Operations workflows , data processing, document management,
verification, or similar operations.
- Excellent people management skills , ability to motivate, mentor, and hold teams accountable
for results.
- Proficiency in MS Excel and Google Sheets for MIS reporting, data tracking, and performance
dashboards.
- Strong analytical skills , ability to read operational data, identify trends, and translate insights
into process improvements.
turnaround times.
previous roles , is highly valued over certifications.
