Sr Team Lead - Payer (RCM)

Role & responsibilities

We are seeking a dynamic and experienced Sr Team Manager to join our team in Hyderabad, India. As a Sr Team Manager, you will play a crucial role in overseeing, coaching, and developing our Customer Care team to deliver exceptional service and support to our customers and partners.

• Lead and manage a team of 50-60 Customer Care associates, ensuring high-quality service delivery and issue resolution
• Analyze large data sets and provide inputs to tackle any potential challenges proactively
• Monitor and optimize email/call volume, backlogs, and team performance metrics to maintain and improve service quality
• Coach and develop Team Managers to enhance their leadership skills and team management capabilities
• Collaborate closely with the Training department to implement effective training programs and initiatives
• Oversee agent goal-setting practices and conduct regular performance evaluations
• Handle escalated customer issues and provide expert-level problem resolution
• Develop and implement strategies to improve team efficiency, productivity, and customer satisfaction
• Analyze key performance indicators (KPIs) and create action plans to address areas needing improvement
• Foster a positive and collaborative work environment that promotes team growth and success

Preferred candidate profile

• Bachelor's or Associate's degree preferred
• Proven experience managing a large team (50+ members) in a customer service environment

• SQL and Advanced Excel knowledge preferred

• Develop, optimize, and maintain complex Excel models, Macros, and VBA scripts to automate data processing and reporting.

• Analyze large datasets, identify trends, and provide actionable insights to drive business efficiency.

• Create visually compelling and data-driven presentations for leadership and stakeholders.

• Work with cross-functional teams to gather data requirements and translate them into automated solutions.

• Perform data validation, cleaning, and structuring for accurate reporting.

• Generate dashboards, reports, and trackers using Excel, PowerPoint, and other visualization tools.

• Identify opportunities for process improvements and automation within business workflows.

• Proficiency in Microsoft PowerPOint

• Strong leadership skills with the ability to motivate and inspire team members
• Excellent time management and organizational skills
• Proficiency in analyzing and interpreting performance metrics and KPIs
• Outstanding communication and interpersonal skills
• Demonstrated problem-solving abilities and strategic thinking
• Experience in performance management and employee development
• Ability to thrive in a fast-paced, dynamic environment
• Proficiency in customer service software and tools
• Strong decision-making skills and the ability to handle high-pressure situations
• Commitment to fostering a collaborative and supportive team culture