Team Lead-Voice

HCL Technologies Limited; Chennai District; On-site; INR 6,244,000 - 8,646,000; Full time

Job summary

SuperCare Health is seeking an experienced Team Lead to manage the Operations Team supporting In-Bound calls from patients, caregivers, hospitals, and healthcare providers across the United States.

The Team Lead will oversee daily operations, drive service excellence, manage team performance, ensure adherence to operational protocols, and act as a key liaison between the on-call team and SuperCare leadership.

Qualifications

• Strong leadership and people management skills.
• Excellent verbal communication and 45 WPM typing speed.
• Strong customer service, stakeholder management, and conflict resolution abilities.
• Proven coaching, performance management, and team development skills.
• Exceptional problem-solving and analytical capabilities.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead and manage the team, ensuring adequate coverage and operational continuity during peak and off-peak hours.
• Monitor team performance, productivity metrics, quality, and adherence to SLAs and SOPs.
• Provide coaching and real-time support for escalations, emergencies, and complex interactions.
• Act as primary contact between the team and branch managers, supervisors, and leadership.
• Review and drive resolution of patient concerns, hospital discharge requests, and urgent escalations.
• Ensure accurate documentation, compliance with guidelines, and timely escalation management.
• Prepare operational reports, analyze trends, and support stakeholder communication.

Skills

Leadership

People management

Customer service

Coaching

Communication

Problem solving

Analytics

Documentation

Job description

SuperCare Health is seeking an experienced Team Lead to manage the Operations Team supporting In-Bound calls from patients, caregivers, hospitals, and healthcare providers across the United States. The Team Lead will be responsible for overseeing daily operations, driving service excellence, managing team performance, ensuring adherence to operational protocols, and acting as a key liaison between the on-call team and SuperCare leadership. The role requires strong people management, customer service, and operational leadership skills within a fast-paced healthcare support environment.

Key Responsibilities

• Lead and manage the team, ensuring adequate coverage and operational continuity during peak and off-peak hours.
• Monitor team performance, productivity (AHT, NPS, CSATs), quality, and adherence to established SLAs workflows, SOPs, and patient safety and HIPAA protocols.
• Provide coaching, mentoring, and real-time support to team members for handling escalations, emergency situations, and complex customer interactions.
• Act as the primary point of contact between the team, branch managers, customer service supervisors on shore, and operational leadership.
• Review and drive resolution of critical patient concerns, hospital discharge requests, equipment service issues, and urgent escalations.
• Ensure accurate documentation, compliance with operational guidelines, timely escalation management, and achievement of service level expectations.
• Prepare operational reports, analyze trends, identify process improvement opportunities, and support stakeholder communication.

Skill Requirements

• Strong leadership and people management skills.
• Excellent verbal and 45 WPM communication skills.
• Strong customer service, stakeholder management, and conflict resolution abilities.
• Proven coaching, performance management, and team development skills.
• Exceptional problem-solving, decision-making, and analytical capabilities.
• Ability to manage multiple priorities in a fast-paced, high-pressure environment.
• Strong reporting, documentation, and operational management skills.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.