Team Leader

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

The Team Lead will oversee a team of contact center agents handling patient inquiries, appointment scheduling, insurance verification, and triage support. This role is responsible for team performance, ensuring strict adherence to healthcare regulations, maintaining quality standards and fostering an empathetic, patient-first culture.

Role and Key Responsibilities:

· Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

· Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly target

· Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

· Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

· Communicate expectations to employees and provide timely updates

· Provide subject matter expertise in handling escalated customer calls as needed

· Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

· Stay current on internal work processes, policies and procedures. Attend required manager development training

· Promote the Concentrix values through both behaviour and attitude, including being an advocate for team members

Candidate Profile :

· Associate's degree in related field (hospital/healthcare) with two to four years of relevant experience preferred

· Highly motivated individual with skills to develop and coach team members to achieve performance expectations

· An empathetic, operationally sharp contact centre supervisor exceling at balancing fast-paced metric management (AHT, FCR, Service Level, Appointment booking, Conversion etc.) with strict compliance, patient privacy and compassionate service delivery.

· Work well under pressure and follow through on items to completion

· Act as the primary point of contact for complex patient queries, high-priority grievances, or urgent medical scheduling escalations and Doctors/Hospital

· Strong communication skills, both written and verbal

· Strong emotional intelligence and crisis communication skills,

· Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable

· Ability to mentor, coach and provide direction to a team of employees

· Willingness to work a flexible schedule basis 24/7 shifts

Educational Qualification: Graduate