Team Lead

Job type: Temporary through Dec. 2025

Schedule: Monday-Friday 11am EST-7:30pm EST

Department:Dental Claims

Role & Responsibilities:

• Leads a team of 12- 20 customer service associates and motivates them to achieve the team' SLA. Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
• Floor walks regularly for at least 5 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
• Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
• Listens to calls and coaches the team to enhance performance.
• Monitors the calls/chat taken by the associates and provides them with feedback.
• Interacts with the quality team to seek feedback on the team's performance and team quality scores.
• Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
• Prioritizes and assigns work to associates and initiates corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
• Organizes training program for the associates.
• Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
• Holds team briefing and de- briefings before and after each shift.
• Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
• Initiates and administers the rewards and recognition program for the team.
• Organizes the monthly team outings in coordination with the associates and the team members.

Educational/Professional Qualifications:

• Required: 1-2 years of supervisory experience or 3-4 years of experience as an associate.

• Excellent knowledge of MS Office and especially 'Excel'.

• Preferred: Min 1 year as Process leader/TE

• 2 years Undergraduate/Graduate of a 4 year college course

Required Skills:

• Strong organizational, planning and analytical skills.

• Basic arithmetic and statistical skills for analysis of data and generation of reports.

• Problem solving skills

• Good written and verbal communication skills & team management skills.

• Mentoring, motivating skills and Coaching skills

• Collaborative & consultative

• Socially confident

• Achievement oriented

• Creative

• Analytical
• Communicative
• Dental claims experience - added advantage

Competencies that will be Assessed:

• Business Foresight - Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities

• Influencing

• Managing Transformation - Ability to work and lead transformations in a dynamic environment

• Fostering partnerships with internal and external stakeholders Working across boundaries - collaborative working towards a "One Firstsource" identity

• Decision making and problem solving skills

• Driving Excellence