Customer Care Voice Team Lead - Dell

Company Name : Dell

Job ID: 16000HSR

Location: Coimbatore, Tamil Nadu, India

Role overview

• Customer Care – Team Lead working in our Call Centre to lead a team of employees to carry out the crucial function of verifying eligibility/benefits.

Role Responsibilities

• Leads team in the achievement of team and project milestones
• Acts in a team lead capacity overseeing the day-to-day activities of a group of employees.
• Coaches, motivates and guides team members.
• Delegates work to team members.
• Regularly reviews the work of other team members.
• Identifies opportunities for improvement; recommends possible training opportunities.
• Provides input into goal setting and provides performance feedback; however, does not conduct performance reviews or responsible for direct supervision.
• Ensures team is meeting or exceeding contractual and service level obligations to customers.
• Adapts team priorities to respond to customer and business partner needs.
• Contributes to own team/closely related teams by ensuring quality and accuracy of team output.
• Builds strong relationships with customers and across work areas to improve services and ensure service levels are being met.
• Builds productive internal relationships at management level.
• Allocates and delegates tasks amongst team members
• Provides operational support for activities associated with all phases of transaction processing
• Interacts with customers and internal departments to resolve issues
• Utilizes best practice processes around work assignments, project management, and quality of output while maximizing overall team performance.
• Ensures accurate and timely processing of transactions to meet or exceed customer service level agreements.

Requirements

• Graduate with 5-7 years of relevant experience.
• Possess expert domain knowledge in Healthcare BPO – Hospital Billing (Voice Process)domain
• Good Communication and posses required skillsets to interact with Customers/clients
• People management, process management and performance management skills.
• Sound analytic skills.
• Flexibility towards work/business.
• Agreeing to work in complete night shifts

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