UNAYUR MARKETING PVT LTD (UMPL) Looking for Sales Team Lead at India s Full Time

**Job Title:** Team Lead – Voice Process (Healthcare Industry)

**Location:** New Delhi Karol Bagh – New Rohtak Road

**Working:** 6 Days

**Job Summary:**

As a Team Lead for the Voice Process in the healthcare industry, you will be responsible for managing a team of 40-50+ associates, ensuring operational efficiency, and driving performance improvements. Your primary focus will be on managing attendance, shrinkage, and attrition, conducting audits, and enhancing the team’s performance through effective leadership and problem-solving. Additionally, you will be responsible for handling customer inquiries, managing rosters, and maintaining high standards of quality.

**Key Responsibilities:**

1. **Attendance and Shrinkage Management:**

– Monitor and manage attendance and shrinkage within the team.

– Implement strategies to reduce absenteeism and improve adherence to schedules.

– Address attendance-related issues promptly and effectively.

2. **Team Management:**

– Lead and supervise a team of 40-50+ associates.

– Provide coaching, mentoring, and performance feedback to team members.

– Foster a positive and collaborative work environment.

– Handle team issues and conflicts in a professional manner.

3. **Audits and Performance Improvement:**

– Conduct regular audits to ensure compliance with quality and process standards.

– Identify areas for performance improvement and implement action plans.

– Monitor key performance indicators (KPIs) and work towards continuous enhancement.

4. **BQ (Business Quality) Management:**

– Oversee the Business Quality process and ensure adherence to quality standards.

– Collaborate with quality assurance teams to drive improvements.

– Implement measures to achieve a day-by-day uptick in performance.

5. **Issue Resolution and Customer Queries:**

– Handle escalated customer issues and inquiries effectively.

– Provide timely and accurate responses to customer queries.

– Work with the team to resolve complex issues and ensure customer satisfaction.

6. **Reviews and Reporting:**

– Conduct regular performance reviews for team members.

– Prepare and present reports on team performance to senior management.

– Provide data-driven insights and recommendations for improvement.

8. **Excel Proficiency:**

– Utilize advanced Excel skills for data analysis and reporting.

– Maintain accurate records and reports related to team performance.

**Qualifications:**

– Bachelor’s degree in a related field preferred.

– Proven experience in a voice process role, preferably in the healthcare industry.

– Minimum [4+] years of experience in a team lead or supervisory role.

– Strong leadership, communication, and problem-solving skills.

– Proficiency in Microsoft Excel and data analysis.

– Excellent organizational and time management skills.

If you are a dynamic and motivated individual with a passion for improving team performance in the healthcare industry, we encourage you to apply for this position. Join our team and play a key role in delivering high-quality voice process services while driving continuous improvement.