Team Leader, Operations

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities 

• Leadership - Manage a team of 25 to 30 people

• Responsible for team management with respect to all performance / employment issues.

• To provide strong leadership support, generate high performance in self and team members through continual monitoring against performance expectations. 

• To maintain strong relationships with Clients, in delivering optimal product support, whilst ensuring excellence in customer service Work as a Single point of contact for all non-operations departments and identify, evaluate & co-ordinate operational, Admin, IT and HR issues.

• Forward non-resolvable issues to upline manager

• Provide team information and administration to relevant support teams to ensure contract volumes are adequately planned, that records are kept up to date and that occupancy is maximized  and meet service level requirements.

• Manage day-to-day service delivery, workload management, knowledge resources and on-going training, coaching and development.

• Process knowledge and ability to handle cases

• Compliance and quality assurance with a focus on Customer Service and Key Performance Indicator (KPI) results as per client contract, so as to meet the organizational objectives.

• Assist with training and updates, and provide direction pertaining to use of systems, policies and procedures, and problem resolution.

• Schedule work, monitoring priority and batching of jobs to ensure smooth workflow. Review, analyse, and correct data entry to ensure final product meets Company or project standards and is comprehensible.

• To identify and manage potential areas for concern and underachievement, adopt an objective and discrete approach in order to reach an effective solution whilst maintaining discipline and morale.  

• To effectively communicate business strategy and to ensure that team members are fully briefed on updates/products/services within agreed time scales. Assume complete ownership of driving & managing optimum efficiency, healthy attrition rate & end to end delivery of all SLAs, KPIs & client expectations.

• Hold daily team Meeting (huddles), setting the expectations. Items to be discussed in huddles would include all KPIs

• Manage & control attrition- keeping it to the minimum

• Manage & control team absenteeism - keeping it to the minimum

• Quality monitoring & feedback for the team.

• Monthly / Quarterly/ Annual Performance Review meetings with DR’s

Key Skills and knowledge:

• Good people management skills/Demonstrated ability to lead people and drive results.

• Knowledge of U.S Healthcare Operational norms, risks & regulations is a must.

• Ability to organize and manage multiple priorities.

• Highly analytical with excellent communication skills

• Good understanding of quality tools and demonstrate commitment to quality

• High degree of proficiency in Excel & PowerPoint

• Knowledge of Insurance/Adjudication domain shall be an added advantage

• Knowledge of HIPAA Act and its regulations

• Experience in managing data processes - preferred

• Quality of recommendations for continuous improvement/implementation of changes

• Motivate and improve team efficiency including ongoing development

• Demonstrate the ability to use techniques and processes to manage, coach and develop individuals and team performance.

Educational Qualification: Graduation is mandatory

Disclaimer: -
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities

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