Job Description

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Role Proficiency: A Voice Lead leads a team of customer support associates to achieve process outcomes meet SLAs and manage client expectations. rnA Data Lead leads a team of process associates to achieve process outcomes meet SLAs and manage client expectations.

Outcomes: With the right coaching and supervision a Lead will be able to do the following: * Service Level Agreement (SLAs) specified by the Client in terms of quality productivity and schedule managed to ensure 100% adherence for self as well as team.

• Voice: Monitoring live and remote) cases and give effective feedback to close transactions.
• Data: Perform QC and QA to ensure process and output quality and give feedback to associates to ensure smooth functioning.
• Communicate with clients daily and provide status updates; obtain feedback and act immediately to resolve any issues reported by the client
• Track and update process documentation and get sign off from client for closure
• Ensure schedule adherence for daily/weekly/monthly reporting to clients
• Focus on innovation within the team and processes to increase operational efficiency by automating standard tasks.
• Manage the larger team and provide focus and guidance to ensure minimal errors reported

Measures of Outcomes: * 100% Adherence to quality standards process and SLA\'s

• Number of issues fixed/tasks completed
• Number of non-compliance issues with respect to SOP
• Zero/No Client Escalations
• % of QC and QA scores
• RCA and Corrective Action Plans
• Daily/weekly performance reporting
• Number of high-quality RCA and QA output
• Mentors A1 A2 A3 and B1 Associates.
• Swift turnaround time for response and resolution
• Update SOPs and job aids on a weekly basis
• Delegate tasks and set deadlines for the team

Outputs Expected: Production: * Take escalated calls (voice) or manage completion of escalated/complex transactions (data).

Adherence: * Manage work intake

allocation and completion in adherence to SLAs.

• Thorough understanding of organization and customer defined process. Consult with mentor when in doubt.

• Adherence to defined processes.

• Adhere to organization\' s policies and business conduct.

• Ensure adherence to schedules

Quality: * Responsible for creating quality plans and implementing quality management function.

Monitoring: * Responsible for call monitoring

coaching and feedback; responsibility of the delivery of defined customer experience.

• Monitors progress of requests for support and ensures users and other interested parties are kept informed.

• Responsible for call monitoring

coaching and feedback; responsibility of the delivery of defined customer experience.

• Monitors progress of requests for support and ensures users and other interested parties are kept informed.

Issue Resolution: * Showcase ownership and resolve problems and issues quickly to avoid related losses and escalations.

• Perform resolution exercises and quality calibration with clients and ensure 100% participation.

• By means of RCA

huddles
training need analysis
corrective action plans; ensure improvement of quality scores.

• Identifies

analyses and solves the incidents/transactions.
Reporting: * Create reports on specific SLAs/performance measures/KPIs

Team management : * Set expectations

manage performance of team and individuals.

• Provide regular feedback.

• Actively participate in team/organization-wide initiatives.

• Provide coaching

training and guidance to new team members to engage and build productivity of team.

• Recognize high performance and reward accomplishments.

• Work closely with team members to solve customer problems.

• Understand agent\'s problems and weaknesses and address these.

Operational Management: * Managing the floor effectively and efficiently with no errors and high productivity.

Escalation: * Escalate problems to appropriate individuals/support team based on established guidelines and procedures.

Manage knowledge: * Consume project related documents

share point
libraries and client universities
Release: * Adhere to release management process

Mentor: * Mentoring and providing guidance to peers and junior associates

Communication: * Provide status update to the respective stakeholders and within the team

Training: * On time completion of all mandatory training requirements of organization and customer.

• Provide on floor training and one-on- one mentorship for new joiners.

• Attends need-based domain/project/technical trainings as needed

Collaboration: * Collaborate with different towers of delivery for quick resolution (within SLA)

document learnings for self-reference.

• Collaborate with other team members for timely resolution of errors.

• Assist new team members to understand the customer environment.

Performance Management: * Update FAST Goals in NorthStar

track
report and seek continuous feedback from peers and manager. Set goals for team members and mentees and provide feedback

Skill Examples: * Customer Focus: Focus on providing a prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met.

• Attention to detail to ensure team follows SOPs and does not make unintentional errors
• Team Work: Respect others and work well within the team.
• Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)
• Communication: Speaks in an accent neutral manner or with the accent required for the process with good vocabulary and grammar skills. Writes clearly (Voice)
• Analysis and Decision Making: Makes systematic and rational judgments based on information and relevant assumptions.
• Makes rule based and discretionary decisions
• Team coaching: Provide feedback on quality and production issues; perform root cause analysis and create corrective action plans
• Team leadership: Guides and supports the efforts of the team members towards the achievement of the team objectives. Sets expectations and manages feedback. Proactive in avoiding or resolving conflicts.
• Excellent communication and leadership skills.
• Organizational and time management skills.
• Ability to follow SOP documents and escalate the alerts within the defined SLA
• Willingness and ability to learn new skills domain knowledge etc.
• Sr. Team Leader/Sr. Domain Expert/Sr. Training Lead/Sr. QA Lead/Sr. Process Excellence Lead
• Quality Auditors SME Domain Experts Trainers Six Sigma specialists

Knowledge Examples: * Familiar with Windows Operating Systems MS Office

• English comprehension - reading writing and speaking
• Domain knowledge based on process (healthcare banking investment F&A retail customer support etc)
• Expertise in process knowledge and guidelines
• Expertise with work allocation and intake functions
• Expertise in MS Excel
• Team and people management experience
• Expertise in quality control processes including pare to analysis and root cause analysis
• Excellent understanding of customer infrastructure ability to co-relate failures
• Experience level - 7 to 11 years

Additional Comments:

Team Lead I UST HealthProof is looking for a highly energetic and collaborative Call Center Team Lead with 5+ years of operation experience, out of which 2+ years in supervisory role. This role will report into the Operations Manager or as designated by the Director of Operations for Healthcare Platform Solutions. Candidate should have Excellent written and verbal communication skills and ability to liaise with client organizations and multiple stakeholders to be successful in this role. The primary objective of The Call Center Leader is to implement policies and procedures to foster an environment of excellence in servicing UST HealthProof Healthcare Customers. This includes leading and managing a team of 12-15 Call Center agents, examiners, adjusters, extensive interaction with client organization and multiple stakeholders, delivering a high-quality Call Center operation meeting and exceeding all service level agreements and KPIs, driving operational excellence and building competencies for delivery. Duties/Responsibilities: \xe2\x80\xa2 Be responsible for directly managing a staff of 15-20 associates \xe2\x80\xa2 Be responsible for day-to-day interaction with client organization to help run a high-quality Call Center operation \xe2\x80\xa2 Collaborate with the client in creating Call Center reports (inventory, production, productivity, priority and forecasting) to meet and exceed all production Service Level Agreements (SLA) \xe2\x80\xa2 Collaborate with client and Audit team to understand and establish a robust Quality program - to measure, analyze, root cause analysis and take and take Corrective Actions as needed \xe2\x80\xa2 Ensure setting smart goals for teams and provide regular feedback, appraisal and coaching to ensure performance \xe2\x80\xa2 Be responsible for managing personnel matters like attendance, holidays, PTO, sick days, approve hours for payroll, shift timings etc. with the prime objective of meeting and exceeding customer deliverables \xe2\x80\xa2 Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating Procedures (SOPs) are adequate for the needs of the operations teams, review them periodically for updates and enhancements and ensure version control and client approvals \xe2\x80\xa2 Conduct call listening and assess the call based on quality forms provided \xe2\x80\xa2 Ensure that information provided during the call done by the agents are accurate \xe2\x80\xa2 Timely and accurate completion of standard and advanced quality forms, reports and analysis \xe2\x80\xa2 Complete ad hoc reports as requested \xe2\x80\xa2 Adhere to call audit targets \xe2\x80\xa2 Attend and participate in quality calibration session \xe2\x80\xa2 Provide immediate education, report error trends and propose action plans to mitigate errors, as needed Required Skills/Abilities: \xe2\x80\xa2 Excellent comprehension and communication skill (verbal and written) within the organization and with clients \xe2\x80\xa2 3-5+ years of Healthcare operations experience, out of which 2+ years in supervisory role \xe2\x80\xa2 Must have some background in administration and preferably some experience in healthcare including but not limited to medical coding, transcription, doctor\'s office, billing, account receivable on Call Center processing experience preferred \xe2\x80\xa2 Some experience in outsourcing operations or service industry preferred \xe2\x80\xa2 High proficiency in using MS Excel and PowerPoint \xe2\x80\xa2 Good understanding and ability to analyze Call Center data and report, SLA, KPI, operations report and present findings in a structured way \xe2\x80\xa2 Excellent People skill - ability to build and motivate a large operations team of up-to 20 associates \xe2\x80\xa2 Some ability to train and guide the teams thru changes in processes and operating instruction \xe2\x80\xa2 The ability to adapt quickly to a fast-paced environment \xe2\x80\xa2 Excellent written and oral communication skills \xe2\x80\xa2 Ability to coach the team to reach their full potential \xe2\x80\xa2 Ability to gel with the team well and build a self-organized and highly energetic team - Requires a flexibility to schedule worked up to and including 8am to 11pm eastern standard time, 7 days a week depending on client seasonality. Overall Experience level: 3-5+ years of operation experience, out of which 2+ years in supervisory role Location: Remote (Eastern Time Zone)

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