Team Lead

Role & responsibilities

1. Team Management & Operations

Supervise a team of associates handling end-to-end PPMC coordination (appointments, follow-ups, reschedules, etc.).

Monitor daily volumes, task allocation, and ensure SLAs on TAT, quality, and productivity are met.

Conduct daily huddles, set targets, and track agent performance.

Ensure adherence to process workflows and communication protocols with diagnostic centres and insurers.

2. Quality & Process Control

Audit calls, emails, and CRM entries to ensure accurate and compliant documentation.

Identify process gaps and recommend corrective actions.

Track and report operational errors, missed appointments, and repeat calls.

3. Customer & Client Handling

Manage escalations from customers and clients.

Ensure prompt resolution of customer grievances through coordinated follow-up.

Analyse trends (missed appointments, cancellations, low utilisation) and propose improvements.

6. Cross-Functional Coordination

Liaise with diagnostic centres, insurer SPOCs, and internal tech/CRM teams for smooth process flow

Support implementation of new automation tools or CRM features to streamline operations.

Key Performance Indicators (KPIs):

Team Productivity & Utilization

Appointment Confirmation Rate

TAT Adherence

Quality Audit Scores

Customer Satisfaction (CSAT/NPS)

Attrition & Attendance

Preferred candidate profile

Graduate in any discipline (preferably life sciences, healthcare, or insurance background).

35 years of experience in operations/customer service, with at least 1–2 years in a team leadership role.

Prior experience in insurance, health check coordination, or medical BPO preferred.

Strong interpersonal, analytical, and communication skills.

Proficiency in CRM tools, Excel, and MIS reporting.

Ability to manage performance and motivate teams under tight timelines.

Preferred Attributes:

Exposure to Life or Health Insurance pre-policy medical processes.

Knowledge of CRM-based appointment or workflow tools.

Ability to handle escalations calmly and diplomatically.

Process-oriented with a focus on continuous improvement.