Team Lead – BPO Services

Novetum; Hyderabad; Sur place; INR 1 500 000 - 2 500 000; Plein temps

Résumé du poste

Novetum in Hyderabad is seeking an experienced BPO Operations Leader with 7–10 years of hands‑on experience across Medical Coding, Insurance, Data Entry, and Call Center services. You will manage day‑to‑day operations, drive performance, and ensure SLAs and quality metrics.

You will lead cross‑functional teams, mentor staff, monitor KPIs, handle client communications, and implement process improvements to deliver operational excellence.

Qualifications

• 7–10 years of experience in BPO / Call Center operations.
• Proven experience managing teams in Medical Coding, Insurance Processing, Data Entry, and Inbound/Outbound Call Center Services.
• Strong team management, coaching, conflict resolution, and motivational skills.
• Proficiency in tracking operational KPIs, creating reports (Excel/Dashboards), and root‑cause analysis.
• Excellent verbal and written English communication skills.

Responsabilités

• Lead, mentor, and supervise cross-functional teams handling inbound/outbound call operations, data entry, insurance claims, and medical coding workflows.
• Monitor daily SLAs, KPIs, volume trends, handle time, call quality scores, and productivity metrics.
• Conduct regular team audits, one‑on‑ones, and performance reviews to drive continuous improvement.
• Oversee Medical Coding & Billing processes to ensure accuracy, compliance, and timely turnaround.
• Streamline Insurance verification/processing operations and manage escalated claim issues.
• Supervise Data Entry operations to maintain high data precision, accuracy, and operational throughput.
• Act as the primary point of contact for operational reporting and client updates.
• Identify process bottlenecks, develop SOPs, and implement workflow optimization strategies.
• Manage escalation management procedures for voice (Inbound/Outbound) and non‑voice processes.

Connaissances

Team management

Leadership

Analytical skills

Communication skills

Description du poste

Experience Required: 7 to 10 Years

No. of Openings: 2

Shift: General Shift (9:30 AM – 6:30 PM IST, Monday to Friday)

Employment Type: Full-time

Joining: Immediate Joiners Preferred

About Novetum

Novetum builds AI-based products and services that help enterprises adopt intelligent automation, generative AI and data-driven decision-making. Our healthcare team delivers accurate, reliable and compliant solutions for global clients

About the Role

We are seeking an experienced and dynamic leader with 7–10 years of expertise in BPO operations to manage both inbound and outbound service workflows. The ideal candidate will have extensive hands‑on experience managing teams across Medical Coding, Insurance, Call Center, and Data Entry projects.

In this role, you will lead day-to-day operations, drive team performance, ensure strict SLAs and quality metrics, and manage client communications to deliver operational excellence.

Key Responsibilities

• Operations & Team Management:
• Lead, mentor, and supervise cross-functional teams handling inbound/outbound call operations, data entry, insurance claims, and medical coding workflows.
• Monitor daily SLAs, KPIs, volume trends, handle time, call quality scores, and productivity metrics.
• Conduct regular team audits, one‑on‑ones, and performance reviews to drive continuous improvement.
• Domain Execution:
• Oversee Medical Coding & Billing processes to ensure accuracy, compliance, and timely turnaround.
• Streamline Insurance verification/processing operations and manage escalated claim issues.
• Supervise Data Entry operations to maintain high data precision, accuracy, and operational throughput.
• Client & Process Improvement:
• Act as the primary point of contact for operational reporting and client updates.
• Identify process bottlenecks, develop SOPs, and implement workflow optimization strategies.
• Manage escalation management procedures for voice (Inbound/Outbound) and non‑voice processes.

Key Qualifications & Skills Required

• Experience: 7 to 10 years of overall experience in BPO / Call Center operations.
• Domain Expertise: Proven experience managing teams in Medical Coding, Insurance Processing, Data Entry, and Inbound/Outbound Call Center Services.
• Leadership: Strong team management, coaching, conflict resolution, and motivational skills.
• Analytical Skills: Proficiency in tracking operational KPIs, creating reports (Excel/Dashboards), and root‑cause analysis.
• Communication: Excellent verbal and written English communication skills.

Work Style: Ability to thrive in a structured, target‑drive