Team Lead | Ghansoli (Navi Mumbai)

TP; Thane, Navi Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

TP in Ghansoli (Navi Mumbai) seeks a Team Leader (Customer Service) to lead a healthcare CS team, overseeing inbound and outbound calls and ensuring service targets are met.

The role emphasizes coaching, performance reviews, rostering, and meticulous CRM documentation, with a focus on first-call resolution and patient satisfaction.

Qualifications

• Experience supervising a team of inbound/outbound healthcare customer service agents.
• Ability to manage rosters and staffing coverage.
• Experience coaching and conducting performance reviews.
• Ability to document interactions in CRM systems.

Responsibilities

• Supervise and manage a team of inbound and outbound healthcare customer service agents.
• Assign daily workloads, manage rosters, and ensure optimal staffing coverage.
• Conduct regular coaching sessions, performance reviews, and training.
• Motivate team members to meet productivity, quality, and attendance targets.
• Oversee inbound and outbound calls related to patient inquiries, benefits, eligibility, claims, and billing.
• Handle escalated calls professionally and ensure first-call resolution where possible.

Skills

Team leadership

People management

Coaching

Performance reviews

Training

CRM documentation

Tools

CRM systems

Job description

Job Title: Team Leader (Customer Service)

Department: Customer Service Operations

Location: Ghansoli (Navi Mumbai)

Key Responsibilities

Team Leadership & People Management-

• Supervise and manage a team of inbound and outbound healthcare customer service agents.
• Assign daily workloads, manage rosters, and ensure optimal staffing coverage.
• Conduct regular coaching sessions, performance reviews, and training.
• Motivate team members to meet productivity, quality, and attendance targets.

Inbound & Outbound Call Operations

• Oversee inbound calls related to:
• Patient inquiries
• Benefits, eligibility, claims, and billing questions
• Manage outbound calls to:
• Patients for follow-ups, reminders, and resolutions
• Insurance companies or healthcare stakeholders as required
• Handle escalated calls professionally and ensure first-call resolution where possible.
• Ensure accurate documentation of all interactions in CRM systems.