Contact Center Team Lead

Job Title: Contact Center Team Lead

Department: Managed Services

Reports To: Managed Services Manager

Location: Chennai, India

Employment Type: Full-Time

We are seeking a dynamic and experienced Contact Center Team Lead to manage teams of customer service representatives (CSRs) and technical support representatives (TSRs), while optimizing the use of Zoom Contact Center (Zoom CX) or similar platforms to deliver exceptional customer and patient experiences. The Team Lead will oversee daily operations, lead proactive outreach campaigns, ensure team performance aligns with organizational goals, and leverage contact center tools to enhance service delivery, streamline workflows, and improve satisfaction. This role requires strong leadership, technical proficiency with any contact center platform (preferably Zoom CX), and a customer-centric mindset focused on both operational efficiency and patient outcomes.

• Supervise, coach, and mentor teams of 5–10 CSRs and TSRs, including healthcare professionals, fostering a positive, collaborative, and high-performance work environment.
• Conduct regular performance evaluations, provide feedback, and develop individualized training plans to enhance team skills in customer service, technical support, medical terminology, and patient engagement protocols.
• Manage scheduling, monitor attendance, ensure adequate staffing to meet service level agreements (SLAs), and oversee recruitment and development as needed.
• Promote a customer-first and patient-centric culture, ensuring empathy, professionalism, and compliance in all interactions.

• Oversee the configuration and use of Zoom CX (or similar cloud-based platforms like Five9, Genesys, or Zendesk) to manage inbound and outbound interactions across voice, video, chat, SMS, email, and other channels.
• Leverage analytics and reporting tools to monitor key performance indicators (KPIs) such as average handle time, first-call resolution, call abandonment rates, patient satisfaction scores, and campaign effectiveness.
• Implement and optimize features like intelligent routing, queue management, real-time monitoring, workflows, and integrations to improve operational efficiency and patient experience.
• Troubleshoot technical issues and collaborate with IT, platform support (e.g., Zoom), or other teams to resolve them promptly.
• Administer platform for seamless multichannel communication, including integration with Electronic Health Records (EHR), CRM systems (e.g., Salesforce, HubSpot), and data-driven tools.

• Ensure adherence to company policies, procedures, quality standards, and compliance requirements (e.g., HIPAA and data security) in all interactions.
• Monitor live calls, chats, and other interactions to ensure quality, provide real-time coaching, and implement quality assurance programs including patient surveys.
• Identify opportunities for process improvements, optimize call flows, reduce wait times, and implement changes to enhance customer experience, team productivity, and health outcomes.
• Maintain accurate records of team performance, customer/patient interactions, escalations, and metrics within contact center tools and CRMs.
• Drive efficiency by analyzing data to refine strategies and uphold service standards.

• Act as an escalation point for complex inquiries, ensuring timely and satisfactory resolutions with a focus on empathetic, personalized support for patient needs like appointment scheduling, triage, billing, and telehealth assistance.
• Analyze customer/patient feedback and platform data to identify trends, recommend strategies, and improve service delivery.
• Integrate real-time, data-driven interactions to provide personalized support during US business hours.

• Lead proactive outreach campaigns (e.g., health awareness, appointment reminders, wellness programs) using multichannel capabilities like SMS, email, and calls.
• Segment patient populations by archetypes and personas for targeted messaging and engagement.
• Analyze campaign performance using analytics and feedback to refine strategies and improve results.

• Generate and present regular reports on team performance, SLA compliance, customer/patient satisfaction, operational metrics, and campaign outcomes to senior management.
• Collaborate with other departments (e.g., IT, marketing, sales) to align contact center operations with broader business objectives.
• Stay updated on contact center platform updates (preferably Zoom CX) and industry best practices to continuously enhance team capabilities.

• Bachelor’s degree in business, communications, healthcare administration, or a related field (or equivalent experience). Master’s degree preferred.

• 3+ years of experience in a contact center environment, with at least 1–2 years in a supervisory or team lead role managing CSRs, TSRs, or similar teams.
• Hands-on experience with any cloud-based contact center platform (preferably Zoom Contact Center), including configuration, administration, and analytics.
• Proven track record of meeting or exceeding KPIs in customer service or patient care settings, including leading targeted outreach campaigns and multichannel strategies.
• Experience in healthcare operations, patient engagement, or telehealth is a plus.

• Certification in Zoom CX or equivalent contact center training preferred.
• Strong leadership and team management skills, with the ability to motivate, develop, and lead diverse teams including healthcare professionals.
• Proficiency in contact center software (preferably Zoom CX), including call routing, reporting, analytics, and integrations with EHR/CRM systems.
• Excellent communication, interpersonal, and problem-solving skills, with a focus on empathy and data-driven insights.
• Analytical mindset to interpret data, drive actionable improvements, and ensure compliance (e.g., HIPAA).
• Comfortable with technology and able to quickly learn new systems and tools.

• Experience in a fast-paced, customer-facing or patient-centric environment with omnichannel support.
• Familiarity with patient archetypes/personas, campaign segmentation, and global healthcare operations (especially US-based).
• Ability to adapt to changing priorities and thrive in a dynamic work environment.

• This role may require evening, night, or weekend shifts to support team scheduling, peak demand, or US business hours (e.g., Monday to Friday, 9 PM - 5 AM IST aligned with US EST).
• Hybrid/Onsite: Onsite presence in Chennai required, with potential for hybrid work based on performance.
• Primarily operates to support United States business hours.

• Competitive salary and performance-based incentives.
• Opportunities for professional development, including training in Zoom analytics, data visualization, and certification.
• Collaborative, patient-focused work culture with a global impact.

OPOS Solutions, Inc. provides operational and patient outreach services for medical practices. Our mission is to deliver efficient, patient-centered support that enhances practice performance and patient satisfaction.

Earning Curve Limited supports the OPOS operations and mission by delivering solutions and services. Our people enable operational and patient outreach services and solutions for medical practices for OPOS.