Team Leader //Assistant Manager//International BPO

Hiresquad Resources · India

Leading BPO | Mumbai (Malad)

Hiring: Team Leader / Assistant Manager

Process: US Healthcare Voice Process

Role Highlights

• Location: Mumbai (Malad)
• CTC: Up to ₹9 LPA
• Minimum 1 year of experience as a Team Leader in an International BPO (Customer Service)
• Experience in US Voice Process is mandatory
• Strong understanding of operational metrics including Attrition, Shrinkage, CSAT, NPS, SLA, AHT, and FCR
• Excellent verbal and written communication skills

Key Responsibilities

• Lead and supervise a team of customer service associates, ensuring productivity, attendance, and adherence to company policies.
• Coach and mentor team members through regular performance reviews to achieve operational KPIs.
• Identify performance gaps, implement improvement plans, and manage disciplinary actions when required.
• Ensure all contractual KPIs, quality standards, and financial targets are consistently achieved.
• Handle customer escalations and provide subject matter expertise for complex cases.
• Conduct regular team meetings, share process updates, and drive employee engagement activities.
• Monitor adherence to internal processes, compliance requirements, and organizational policies.
• Drive continuous improvement through coaching, feedback, and performance management.

Required Skills

• Strong leadership, coaching, and people management skills.
• Excellent analytical and problem-solving abilities with a data-driven approach.
• Hands-on experience managing operational metrics such as AHT, FCR, Service Levels, Appointment Booking, Conversion, CSAT, NPS, Shrinkage, and Attrition .
• Ability to work in a fast-paced, target-driven environment while ensuring quality and compliance.
• Experience handling complex customer escalations, patient queries, medical scheduling, and coordination with doctors/hospitals in a healthcare environment.
• High emotional intelligence with excellent crisis management and communication skills.
• Ability to multitask, prioritize effectively, and consistently meet deadlines.
• Strong written and verbal communication skills.

Shift Details

• Flexible to work in 24×7 rotational shifts .

Interested candidates can share their updated CV at: simmi@hiresquad.in