Call Centre Team Leader (Hospital Background)

Key Responsibilities:

• Lead, supervise, and motivate a team of call centre agents handling inbound and outbound calls related to appointments, patient inquiries, billing, feedback, and follow-ups.
• Monitor call quality, response time, and service levels to ensure performance targets (KPIs) are met.
• Ensure the team provides accurate information about doctors' availability, specialties, services, OPD schedules, health packages, and hospital procedures.
• Handle escalation calls from dissatisfied patients or complex queries requiring senior intervention.
• Provide regular coaching, feedback, and training to team members to enhance service quality and patient communication skills.
• Manage daily scheduling, shift rosters, and ensure adequate coverage during peak hours.
• Collaborate with hospital departments (OPD, diagnostics, billing, etc.) to ensure seamless information flow.
• Prepare daily/weekly/monthly MIS reports on call volumes, resolution rates, TATs, and patient satisfaction scores.
• Monitor and report patient feedback or complaints for service improvement.
• Assist in recruitment and onboarding of new call centre staff.

Required Skills and Qualifications:

• Graduate in any discipline; preference for degrees in Healthcare Administration, Business, or Communication.
• 3–6 years of experience in a hospital or healthcare call centre, with at least 1–2 years in a team leader/supervisory role.
• Strong knowledge of hospital services, appointment systems, and medical terminology.
• Excellent communication (verbal and written) and interpersonal skills.
• Proficient in MS Office (especially Excel for reporting), and experience with CRM or HIS software.
• Ability to work under pressure in a fast-paced environment.
• Good leadership and conflict-resolution skills.

Interested Candidates Share CV hr.tncorp2@maxivision.in

Job Type: Full-time

Benefits:

• Provident Fund

Work Location: In person