Team Lead-Operations

Job Description

Roles & Responsibilities

• Provide day-to-day leadership, coaching and development support to direct reports (Sr. Process Consultants).
• Review operating statistics regularly to ensure Client and Organization goals are being met in areas of service quality and timeliness. Typical areas of focus include: quality monitoring scores/daily work assignments, customer satisfaction, account notations, call handle times(If the process has voice requirement), abandon rates and service levels/ line adherence.
• Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis. Areas for improvement should be targeted at increasing client satisfaction and/or company profitability.
• Oversee necessary enhancements to client programs or servicing therein. This may include areas such as staffing, training, attendance and quality.
• Responsible for process quality for all work performed by the team.
• Participate in client visits and roundtables to provide inputs on program performance or new programs being offered.
• Coordinate with Manager Operations to balance needs of individual teams with needs of the entire organization.
• Provide growth development opportunities.
• Promote teamwork and cooperative effort.
• Help train and provide guidance to Sr. Process Consultant, other Supervisors and Sr. Supervisors within the organization.
• Maintain a clean, safe, unobstructed work area and practice good safety habits.
• Provide internal and external customers with the highest quality service.
• Familiarize with HIPAA regulations

Mandatory Skills