Team Lead

JOB TITLE: Team Lead Operations

Team Lead operations is required to oversee the day-to-day operational activities of production teams reporting directly to him/her. This includes ensuring that the team delivers as per set expectations while maintaining the required quality standards and achieving business SLA's and KPI's while aiming for maximum efficiency and cost-effectiveness.

JOB RESPONSIBILITIES

Develop objectives for the call center's day-to-day activities

Conduct effective resource planning to maximize productivity of resources -people & technology

Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

Assume responsibility of budgeting and tracking expenses

Hire, coach and provide training to personnel to maintain high customer service standards

Monitor and improve ordering, telephone handling and other procedures

Evaluate performance with key metrics (accuracy, call-waiting time etc.)

Prepare reports for different departments, upper management or clients

Production for 20-30 hours per month or as required depending on business volumes

ATTRIBUTES AND BEHAVIORS

Develops and maintains positive working relationships with others.

Shares ideas and information.

Assists the team unprompted.

Takes pride in the achievement of team objectives.

Has credibility with team, peers, and senior managers.

Self-motivated driven to achieve results.

Works with a sense of urgency.

High customer service ethic is passionate about meeting customer as well as client expectations

and improving service levels.

Keeps pace with change acquires knowledge/skills as the business evolves.

Handles confidential information with sensitivity.

REQUIRED SKILLS & EXPERIENCE

Bachelor's degree or equivalent is mandatory

Should have at least 2 years experience as Team Lead in a contact center environment handling

voice or non-voice projects for US based client

Experience in US Healthcare preferred

Strong coaching and people-development skills through call listening, quality feedback, etc.

Manage a team size of 18-20 call center associates

A solid understanding of data crunching, eye for details and meticulous with documentation.

Strong analytical, critical thinking and problem-solving skills.

Excellent verbal and written communication skills.

Computer proficiency in Microsoft Office (Word, Excel, Outlook) is required; Access knowledge is

preferred

Knowledge of QC tools is mandatory

Strong organizational skills and adaptive capacity for rapidly changing priorities and workloads.

Strong interest in working with large data sets and various databases to create daily reports and

dashboards

Comfort in working with team members that are remote and located in the US, India or other

geographies.

Self-motivated and should have a drive to succeed

Must be detail-oriented and flexible to work in a fast-paced, dynamic environment.

Proven experience as call center manager or similar position

Experience in customer service is required

Knowledge of performance evaluation and customer service metrics

Solid understanding of reporting and budgeting procedures

Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

Proficient in MS Office and call center equipment/software programs

Outstanding communication and interpersonal skills

Excellent organizational and leadership skills with a problem-solving ability

Positive and patient

JOB DEMANDS

Candidate should be ready to work in rotational shifts, including night shift.

Candidate should be ready to work on Saturday or 6th day as per business requirement.

Candidate should be open to occasional requirement to travel (primarily related to training and

Company meetings) to India or the US.

DISCLAIMER:

This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change.