Job Description

Introduction

Gear Inc. is seeking a Team Lead for a BPO (Business Process Outsourcing) company. Ideal candidates are able to adapt and are well-known for fast-moving and last-moment change.

Responsibility

• Manage, inspire, and mentor a group of Process Support Associates (PSA).

• Hold regular team meetings, evaluate performance, and offer helpful criticism.

• Manage escalations and challenging situations while advising and supporting PSAs.

• Make sure that all PSA 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 PSAs.

• Report any issues or challenges to the reporting manager immediately when needed.

• Responsible for checking the roster adherence of PSAs and managing shrinkages of the floor.

• Assisting team members in identifying trends and establishing teams goals.

• Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation.

• Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the teams efficiency.

Key skills and experience

Education: Bachelors 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 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).