01Overview
Introduction
Gear Inc. is seeking a Team Lead (TL) for a BPO (Business Process Outsourcing) company. Ideal candidates are able to adapt and are well-known for rapid-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: Total experience more than 3 yrs .1+ years in Medical Billing, Insurance Claims, or a related field & 2+ years in TL role
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). .
