• We are seeking a highly motivated and experienced Team Leader to manage a team of call center associates supporting US-based healthcare clients. This role requires strong leadership, performance management, and analytical skills to drive team success in a fast-paced, metrics-driven environment.

Key Responsibilities:

• Lead, manage, and mentor a team of 18–20 call center associates handling voice and/or non-voice healthcare-related processes
• Monitor team performance and deliver feedback through call monitoring, quality checks, and one-on-one coaching
• Ensure performance targets and quality standards are met consistently
• Analyze daily, weekly, and monthly reports to track team metrics, quality scores, and operational KPIs
• Create and maintain detailed documentation, dashboards, and performance trackers
• Coordinate with stakeholders and cross-functional teams located in the US, India, and other geographies
• Facilitate team meetings, training sessions, and calibration calls to maintain high service standards
• Handle escalations and complex issues with a customer-first mindset
• Maintain updated knowledge of client processes, tools, and US healthcare regulations
• Implement performance improvement plans and drive employee engagement initiatives
• Manage staffing, scheduling, and adherence to operational procedures
• Assist in budgeting, forecasting, and resource planning when required

Required Skills & Experience:

• Bachelor’s degree or equivalent (mandatory)
• At least 2 years of experience as a Team Leader in a contact center environment (voice or non-voice) handling US-based projects
• Preferably with experience in US Healthcare domain
• Strong coaching, mentoring, and people development skills
• Proven ability to manage performance using quality tools and metrics
• Analytical mindset with excellent problem-solving and decision-making skills
• High proficiency in MS Office (Excel, Word, Outlook); MS Access knowledge is a plus
• Familiarity with QC tools and contact center software
• Experience in reporting, performance evaluation, and budgeting processes
• Effective verbal and written communication skills
• Comfortable working across time zones and coordinating with remote teams
• Adaptability to changing priorities and dynamic work environments
• Customer-centric mindset with a strong focus on results and quality
• Positive, patient, and self-motivated leader with a passion for excellence