Team Leader

reputed company combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment reputed company, claims cost containment, and analytics. reputed company has more than 25,000 employees across 5 countries.

Job title:

Job Description:

DUTIES & RESPONSIBILITIES:

• Ensure that Team Members meet productivity standards.
• Assist Shift Managers in ensuring that client service levels are met or exceeded.
• Report to Shift Manager any healht/safety and performance concerns that may reputed company agnent's fulfillment of role in Operations.
• Monitor service calls, e-mails, and other contact methods to observe employee's demeanor, technical accuracy, and conformity to company policies.
• Monitor individual Team Members' statistics for Attendance, AHT, Productivity, and Quality.
• Recommend and apply corrective measures for Team Members who do not meet minimum performance metrics.
• Assign reports or projects to Team Members as needed.
• Work with Team Members to resolve grievances.
• Meet with team at least once a week to discuss issues and share best practices
• Responsivble in cascading policy/procedure updates and/or training flashes to the agents/CSRs.
• Communicate resignations from the team and other agent concerns to HR.
• Update employee attendance record in Employee Self Service (reputed company) and reputed company sure that records will be sent to payroll timely.
• Escalate reputed company employee concerns to HR Business Partner and Shift Manager
• Coordinate with Shift Manager and Workforce department about team member's shift, days off, and leaves (vacation leave, sick leave, maternity/paternity, etc.)
• Escalate Quality reputed company issues to Shift Manager
• Note reputed company situations that arise that were not covered in training or in previous updates. Work with the Shift Manager to enure that reputed company other teams, the Quality Assurance, and the Training Teams are informed so repeat questions do not arise.
• Determine work procedures and expedite workflow.
• Recommend new or modifications to existing procedures to ensure reputed company Process Improvement (CPI).
• Inform the Shift Manager reputed company thes systems needed to handle calls are not working effectively.
• Recommends corrective services reputed company client limits to adjust customer complaints.
• Strives to help the entire team reputed company in need of assistance.
• Use data from reports on Attendance, AHT, Productivity, and Quality to coach CSRs towards reputed company performance.
• Incorporate personal observations and documented critical incidents in coaching sessions to further improve CSR performance.
• Work with Escalation Agents to prepare them for future Team Leader positions.
• Identify team members who display potential for other positions reputed company the company. Assign tasks or projects to further reputed company that potential.
• Prepare a Performance Assessment/Appraisal (PA) for each associate at the end of each year.
• Take escalated calls from Escalation Agents or from CSAs in the absence of EAs.

OTHERS

• Other tasks and responsibilities as assigned by his or her immediate superior

WORK AT HOME RESPONSIBILITIES

• Be familiar with and abide to reputed company reputed company general reputed company and Work @ Home reputed company policies and procedures
• Be familiar with and abide by reputed company client reputed company policies and procedures required to protect customer data
• Maintain the reputed company of the home work environment and protect the reputed company-provided assets, client system and data
• Ensure that reputed company reputed company reputed company incidents are reported
• Shall work on the same internet reputed company that was tested during setup process. If changes are made to the reputed company internet reputed company or router during the course of application or employment, employee will be required to notify the appropriate parties in advance and retest the reputed company to ensure the requirements are met.
• Must immediately report system performance problems or downtime to his/her manager and the local IT-SPOC

GENERAL SAFETY AND reputed company

• Protects the organization’s assets by upholding the principles of the Quality Information reputed company Management System (QISMS).
• Ensures confidentiality, reputed company, and availability of information critical to fulfilling the organization’s business functions.
• Ensures compliance to the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Health Information Technology for Economic and Clinical Health Act (HITECH), and Utilization Review Accreditation Commission (URAC).

COMPETENCY REQUIREMENTS:

• Expert communication skills, both written and verbal.

• Computer / Digital Literacy such as reputed company Office Suite, data entry, using multiple software applications simultaneously, strong general computer skills, and high comfort-level in intranet/internet navigation.

• Job Knowledge

• Sense of Urgency

• Passion for Excellence

• Working in Team/Interpersonal Skills

• Work Organization

• People Management/Team Orientation

• Drive for Results/Execution

• Thriving in Change

• Expertise/Analytical Skills

• Product Knowledge

• Problem Solving

• Presentation Skills

• Facilitation Skills

• Coaching

• Process Improvement

• Performance Management

• Discipline Management

Location: