Senior Supervisor - Operations ROI (Immediate joiner)

MRO; Pune District; On-site; INR 500,000 - 700,000; Full time

Job summary

MRO in Pune, India seeks a Team Lead to supervise a 10-20 member healthcare BPO team, overseeing KPIs such as AHT, CSAT, FCR, and QA while coaching and conducting performance reviews. The role emphasizes adherence to healthcare regulations and data security with ongoing training and development.

The position focuses on on-site leadership, process adherence, reporting, and continuous improvement in a fast-paced environment, offering growth within operations management.

Qualifications

• Experience in leadership or supervisory roles within a BPO, preferably healthcare processes such as claims or authorization.
• Non-technical Bachelor's degree acceptable with relevant work experience as substitute.
• Solid understanding of healthcare regulations and compliance standards (e.g., HIPAA).

Responsibilities

• Supervise, lead, and motivate a team of 10-20 associates.
• Monitor KPIs like AHT, CSAT, FCR, and QA scores; conduct coaching & reviews.
• Oversee daily workflows, schedules, and adherence to protocols & data security standards.
• Provide on-the-floor support for escalated issues and ensure timely resolutions.
• Coordinate with quality and training teams to close knowledge gaps.
• Generate and present reports on performance and operational insights.
• Identify areas for productivity improvement and implement process changes.

Skills

Leadership

Communication

Organizational Skills

MS Office

Education

Bachelor's degree in non-technical field

Tools

Excel

PowerPoint

MS Office

Job description

Key Responsibilities:

• Team Management & Leadership: Supervise, lead, and motivate a team of 10-20 associates. This includes managing attendance, leave approvals, and overall team dynamics.
• Performance Monitoring & Coaching: Monitor individual and team performance metrics (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Quality Assurance (QA) scores. Conduct regular coaching sessions, provide constructive feedback, and perform performance reviews to drive continuous improvement.
• Operations & Process Adherence: Oversee daily workflows, manage schedules, and ensure all team members adhere to established protocols, client requirements, and data security standards. Ensure all healthcare regulations and DISCLAIMERS are given as per process guidelines.
• Issue Resolution & Escalation Management: Provide on-the-floor support, handle escalated customer complaints or complex issues, and ensure timely and effective resolutions.
• Training & Development: Coordinate with quality and training departments to identify knowledge gaps and implement training initiatives to enhance team members' skills and product knowledge.
• Reporting & Analytics: Generate and present daily, weekly, and monthly reports on team performance, productivity, and operational insights to senior management and clients.
• Process Improvement: Identify areas for improvement and implement strategies and process changes to enhance productivity, accuracy, and operational efficiency.

Required Qualifications and Skills

• Experience: Minimum of 1-3 years of experience in a leadership or supervisory role within a BPO setting, with specific experience in healthcare processes (e.g., claims, prior authorization, revenue cycle management, life sciences etc.)
• Education: Any non-technical bachelors degree (BSC, B-Pharma, B. Com, BA, Nursing, Life Science etc.), but relevant work experience can be a substitute.
• Knowledge: A strong understanding of healthcare regulations, compliance standards (like HIPAA), and industry-specific practices is essential.

Core Competencies:

• Strong leadership, people management, and motivational skills.
• Excellent communication (verbal and written), interpersonal, and problem-solving abilities.
• Strong organizational, time management, and decision-making skills.
• Proficiency in tools/software, performance dashboards, and MS Office (especially Excel & Power Point).
• Ability to work in a fast-paced, dynamic environment and manage under pressure.