Senior Team Lead - International Voice Process

Company : Annova Solutions

Job Type : Full Time

Indore, India

Job Description - Senior Team Lead - International Voice Process

Responsibilities: -

1. Manage Clients SLAs around productivity, quality, and turnaround time by reviewing daily
reports, call barging and note reviews

2. Ensure attendance, shift adherence and daily productivity

3. Become the process expert and resolve complex scenarios and doubts

4. Interact with US clients on daily progress, escalations, exceptions scenarios

5. Proactively look for process improvement opportunities and come up with short term and
medium -term solutions

6. Lead, mentor, and manage a team of Customer Support Executives.

7. Ensure adherence to HIPAA guidelines, company policies, and client compliance requirements.

Requirements

1. Strong work ethic, discipline, and attention to details.

2. Strong spoken and written communication skills

3. Ability to work in US shifts

4. US Healthcare voice background is a definite advantage, but not a must have

5. Ability to read data trends, use right data while presenting the idea and challenge quo

6. Minimum 6–8 years of experience in an International Voice Process, with at least 3 years of experience as a Team Leader.

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