Call Centre Team Leader

Key Responsibilities:

Operational Leadership:

• Oversee day-to-day call centre operations ensuring smooth functioning and adherence to SLAs (Service Level Agreements).
• Develop and implement call centre strategies aligned with business goals and patient care standards.
• Ensure timely and accurate handling of inbound and outbound calls related to appointments, consultations, feedback, and teleconsultations.

Team Management:

• Lead, train, and motivate a team of call centre executives, team leaders, and quality analysts.
• Set performance metrics, monitor KPIs, and conduct regular performance reviews.
• Foster a culture of empathy, accountability, and continuous improvement.

Customer Experience & Quality:

• Monitor call quality, response times, and patient satisfaction levels.
• Implement quality assurance processes and training programs to enhance service standards.
• Handle escalations effectively and ensure timely resolution of patient issues.

Process & Technology Optimization:

• Collaborate with IT and Operations teams to enhance CRM systems and telephony solutions.
• Identify process bottlenecks and implement automation or workflow improvements.
• Analyze data and generate regular performance reports for management review.

Compliance & Coordination:

• Ensure adherence to hospital policies, data privacy, and patient confidentiality norms.
• Coordinate with marketing, clinical, and operations teams to support campaigns and patient engagement initiatives.

Interested Candidates Share your CV hr.tncorp2@maxivision.in

Job Types: Full-time, Permanent

Benefits:

• Provident Fund

Work Location: In person