Job Description

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).

Please send your most updated CV at recruitmentindia@gearinc.com