Team Leader /Assistant Manager/International BPO

Euspert - APPCAST - CPC; Mumbai; On-site; INR 540,000 - 900,000; Full time

Job summary

Euspert - APPCAST - CPC is hiring a Team Leader / Assistant Manager for the US Healthcare Voice Process in Mumbai. The role requires at least one year of leadership experience in an international BPO and hands-on exposure to US voice processes.

You will drive teams to meet KPIs, coach for performance, manage escalations, and ensure quality, compliance, and operational targets in a fast-paced environment.

Qualifications

• Minimum 1 year of experience as a Team Leader in an International BPO (Customer Service).
• Experience in US Voice Process is mandatory.
• Strong understanding of Attrition, Shrinkage, CSAT, NPS, SLA, AHT and FCR.
• Excellent verbal and written communication skills.

Responsibilities

• Lead and supervise a team of customer service associates, ensuring productivity, attendance, and adherence to company policies.
• Coach and mentor team members through regular performance reviews to achieve operational KPIs.
• Identify performance gaps, implement improvement plans, and manage disciplinary actions when required.
• Ensure all contractual KPIs, quality standards, and financial targets are consistently achieved.
• Handle customer escalations and provide subject matter expertise for complex cases.
• Conduct regular team meetings, share process updates, and drive employee engagement activities.
• Monitor adherence to internal processes, compliance requirements, and organizational policies.
• Drive continuous improvement through coaching, feedback, and performance management.

Skills

Leadership

Analytics

Operational metrics

Quality & compliance

Healthcare coordination

Emotional intelligence

Multitasking

Communication

Job description

Leading BPO | Mumbai (Malad) Hiring: Team Leader / Assistant Manager Process: US Healthcare Voice Process Role Highlights

Location: Mumbai (Malad)

CTC: Up to ₹9 LPA

Minimum 1 year of experience as a Team Leader in an International BPO (Customer Service)

Experience in US Voice Process is mandatory

Strong understanding of operational metrics including Attrition, Shrinkage, CSAT, NPS, SLA, AHT, and FCR

Excellent verbal and written communication skills

Key Responsibilities

• Lead and supervise a team of customer service associates, ensuring productivity, attendance, and adherence to company policies.
• Coach and mentor team members through regular performance reviews to achieve operational KPIs.
• Identify performance gaps, implement improvement plans, and manage disciplinary actions when required.
• Ensure all contractual KPIs, quality standards, and financial targets are consistently achieved.
• Handle customer escalations and provide subject matter expertise for complex cases.
• Conduct regular team meetings, share process updates, and drive employee engagement activities.
• Monitor adherence to internal processes, compliance requirements, and organizational policies.
• Drive continuous improvement through coaching, feedback, and performance management.

Required Skills

• Strong leadership, coaching, and people management skills.
• Excellent analytical and problem-solving abilities with a data-driven approach.
• Hands-on experience managing operational metrics such as AHT, FCR, Service Levels, Appointment Booking, Conversion, CSAT, NPS, Shrinkage, and Attrition .
• Ability to work in a fast-paced, target-driven environment while ensuring quality and compliance.
• Experience handling complex customer escalations, patient queries, medical scheduling, and coordination with doctors/hospitals in a healthcare environment.
• High emotional intelligence with excellent crisis management and communication skills.
• Ability to multitask, prioritize effectively, and consistently meet deadlines.
• Strong written and verbal communication skills.

Shift Details

Flexible to work in 24×7 rotational shifts.