We are looking for a results-driven and process-oriented Team Lead to oversee and manage our backend operations team (voice and non-voice). The ideal candidate will be responsible for ensuring smooth day-to-day operations, driving productivity, enforcing SOP adherence, and continuously improving processes through SOP development and optimization. 

Key Responsibilities: 

● Lead and manage a team of associates handling backend voice and non-voice healthcare operations. 

● Monitor team performance, track key metrics (AHT, TAT, quality, productivity, etc.), and ensure SLA adherence. 

● Drive operational excellence through consistent adoption and compliance with Standard Operating Procedures (SOPs). 

● Identify gaps in existing processes and lead efforts to create, revise, and implement effective SOPs. 

● Conduct regular audits, quality checks, and process reviews to ensure accuracy and service excellence. 

● Provide coaching, feedback, and performance management for team members to ensure capability building and goal alignment. 

● Collaborate cross-functionally with other departments (Tech, Product, Customer Support) to resolve escalations and improve end-to-end workflows. 

● Handle manpower planning, shift scheduling, and workload balancing to maintain operational efficiency. 

● Ensure strong documentation, reporting, and real-time updates on dashboards and MIS. ● Support automation, digitization, and tools adoption across the backend processes.