Team leader

Virtual Staffing Solutions

Responsibilities

They set goals, communicate objectives, monitor performance, support onboarding, and help new employees transition into their roles.
Supervisors also use active listening to address concerns, recognize achievements, and assist in decisions on rewards and promotions.
Monitor performance, provide regular feedback, and conduct performance evaluations.
Motivate the team to achieve individual and collective performance metrics (KPIs).
Prepare reports and deliver progress updates to the respective clusters.
Ensure compliance with company policies, procedures, and quality standards.
Facilitate team meetings, communicate company updates, and align team objectives with company goals.
Identify areas for process improvement and encourage a culture of continuous improvement Resolve conflicts and handle escalated issues promptly and professionally.
Assist in training and onboarding new team members.
Coordinate with cross-functional teams to improve workflow and efficiency.

Minimum 2 years of BPO experience, with at least 1 year of Team Leader/Supervisory experience.
Healthcare BPO experience, preferably in Eligibility & Benefits / Insurance Verification.
Strong understanding of US healthcare insurance, member eligibility, benefits, coverage, and payer processes.
Experience managing team performance against productivity, quality, AHT, attendance, and SLA/KPI targets.
Ability to handle escalations, conduct performance coaching, and drive corrective action plans.
Strong understanding of HIPAA, data privacy, and healthcare compliance requirements