Team Lead-CC at Sagility

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

23 Jul, 26

Salary

0.0

Posted On

24 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Performance Management, Quality Assurance, Coaching, Operations Management, Data Analysis, Process Improvement, Conflict Resolution, Staff Development, Reporting, Service Level Agreement Management, Technical Support, Disciplinary Action, Team Building, Workflow Management

Industry

Operations Consulting

Description

Sagility 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 integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries. Job title: Team Lead-CC Job Description: DUTIES & RESPONSIBILITIES: Shift Management Function: Performs daily monitoring of CSAs quality & productivity metrics by utilizing reports and database available. Implements floor management policies in order to ensure adherence to service level agreements between clients. Ensures that CSAs scheduled for the day is accounted for. Ensures connectivity and proper functioning of systems/ equipment of the CSAs prior to the shift and reports to workforce, CT group and Operations Manager for the immediate repair/ replacement of defective unit. Answers questions while CSAs are on-line and provide assistance in cases of technical problems experienced by CSAs in their function. Ensures that coaching and huddle schedules on a daily basis are carried out. Ensures CSAs adherence to schedules – shift schedule and off the phone schedules. Ensures that Team Leader checklist is completed daily and submitted weekly to his/ her respective leader. Escalates issues to Operations Manager or Shift Manager. Accomplish monitoring requirements as needed. Quality & Policies/Procedures Compliance Monitoring Function: Be able to provide timely and accurate updates to the CSAs thru scheduled coaching time and/ or ad hoc for Hotline behaviors and/or non-compliance errors. Be able to carry out process related activities within the prescribed turn-around time. Ensures that non-compliance errors are coached to CSAs within the turn- around time. Ensures that all monitored calls are reviewed within the turnaround time. Attends calibrations and alignment meetings with support groups (QA and/ or Training). Knows and follows existing internal and external processes of the program Be able to carry out disciplinary action documents on a timely manner. Ensures that CSAs adhere to work schedule. Staff Development/Team Building Function: Be able to manage and resolve CSAs’ HR related concerns Be able to ensure high morale of the team by carrying out team bonding activities. Be able to coach CSAs and provide feedback on weekly performance as evidenced by a signed coaching log. Complete one-on-one feedback sessions with CSAs, which can include counseling for disciplinary purposes (Ensure high motivation with low disciplinary actions). Be able to cascade process/ product updates to CSA on a timely manner Be able to do trend/ call handling analysis on CSA’s calls for coaching and action planning. Be able to create specific Individual Development Plans for CSAs over a given period of time. Be able to effectively cascade internal & client-related policies and programs to CSAs on a timely manner. Location: HyderabadIndia Sagility 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 integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries. Already keen? Discover your next role with Sagility, a great place to work.

Responsibilities

The Team Lead is responsible for monitoring team quality and productivity metrics while ensuring adherence to service level agreements. They also manage staff development through coaching, feedback sessions, and the resolution of HR-related concerns.