Introduction
Gear Inc. is seeking a Team Lead for BPO (Business Process Outsourcing) company. Ideal candidates are able to adapt and are well known with fast-moving and last-moment change.
Responsibility
-
Manage, inspire, and mentor a group of Process Associates (PA).
-
Hold regular team meetings, evaluate performance, and offer helpful criticism.
-
Manage escalations and challenging situations while advising and supporting PAs.
-
Make sure that all PA tasks are completed smoothly and effectively.
-
Keep up with periodic updates and make sure the team follows them.
-
Conduct briefings & process updates to the team to improve their abilities.
-
Handle clients' requests and escalations, provide appropriate solutions and alternatives within
-
the time limits; follow up to ensure resolution.
-
Should make themselves approachable for PAs.
-
Report any issues or challenges directly to the reporting manager immediately.
-
Will be responsible for checking the roster adherence of PAs and managing shrinkages of the floor.
-
Leading team meetings, asking questions to other leaders to better understand what the PAs are receiving, educating and coaching workers regarding processes and practices, and explain expectations to (CSA).
-
Assisting the team members in identifying trend analysis and establishing team's goals.
-
Ensure the team members are achieving daily productivity and desired service levels as per the KPIs and in case of any deviation correct action plan to be shared.
-
Prepare reports and analyze data to improve processes, ensure resources are properly
-
allocated based on the volume trend analysis and maximize the team's efficiency.
Key skills and experience
-
Education: Bachelor's degree preferred.
-
Experience: 1+ years in Medical Billing, Insurance Claims, or a related field.
Skills
-
Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
-
Problem-solving and critical-thinking abilities.
-
Strong team management and leadership abilities.
-
Ability to handle client conversations and multitask.
-
Ability to manage delicate material and perform under pressure.
-
Adaptability to fast-paced environments and shift work.
-
Decisiveness and attention to detail.
Language Requirement
-
English: Fluent or Business Proficient (C1 and up).
-
Job Type: Full-time
-
Pay: 22,000.00 - 24,000.00 per month
-
Work Location: On-site
