TL - HC vertical - Pune

TL - HC vertical - Pune

Stalwart Management Consulting (1 Opening)
5.0 Year(s) To 10.0 Year(s)
0.00 LPA To 7.00 LPA

Job Profile

Job Description

 HC vertical, this is for TL role  for Voice Process based in EON Kharadi 

Summary of Position


Manages a team of 20-25 associates for inbound voice operations, ensures process SLAs are met, assists manager in overseeing the day-to-day responsibilities, coach/counsels the team and answers escalation calls.


Principal Accountabilities


In order of significance, list up to 6-8 of the main tasks performed regularly to fulfill the basic function of the job.  Each accountability should begin with an action verb (e.g., design, manage, implement, develop, evaluate, administer, and coordinate). 

% of Time

·    Monitors staff production and performance in order to meet corporate performance goals.  Provides ongoing coaching and feedback to staff


·    Assists staff in resolution of sensitive calls of a priority nature. Answers the escalations and most complex telephone inquiries


·    Identifies and coordinates staff training needs to ensure uniform professional responses


·    Plans and organizes the daily operation of the Service Department, including processing payroll for staff and reviewing attendance


·    Analyzes and trends inquiry types to identify process improvement opportunities, including development of educational material for staff


·    Regular attendance is an essential function of the job.  Performs other duties as assigned or required



Position Success Criteria

List the actions, skills and knowledge required to perform the job successfully

·   Strong Customer Service Skills

·   Excellent Communications Skills

·   Knowledge of Health Insurance Industry

·   Planning and Organizational Skills

·   Coaching/Counseling and Analytical Skills

·   Self-motivated and Goal oriented

·   Professionalism and Time Management Skills

·   Willingness to work in permanent night shift


Education and Experience

List the required and preferred specialized education and/or scope of related experience required to successfully achieve the principal accountabilities of the position.  Include job related experience, specialized training, certification or any special licensing necessary.

·   Bachelor’s degree required

·   A minimum of 3 years’ experience in customer service required, healthcare environment preferred

·   1 year of previous supervisory experience in customer service, health care environment preferred

·   Extensive knowledge of  insurance contracts, medical, hospital procedures preferred



Company Info

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