Team Leader

Job Title: Team Leader – Telecalling (Healthcare Sector)
Location: Virugambakkam
Reports to: Manager – Patient Services / Call Center Manager

Job Summary:

The Telecalling Team Leader will be responsible for supervising a team of telecallers engaged in patient communication, appointment scheduling, follow-ups, feedback collection, and lead conversion. They must ensure excellent customer service, team productivity, and adherence to healthcare communication protocols.

Key Responsibilities:

• Team Management:
• Lead, coach, and motivate a team of telecallers to achieve daily/weekly/monthly targets.
• Monitor call quality, ensure scripts are followed, and maintain high service standards.
• Manage team rosters, attendance, and performance.
• Operational Duties:
• Assign daily tasks and targets to the team.
• Ensure prompt handling of inbound and outbound calls related to appointment booking, patient inquiries, follow-ups, and patient education.
• Address escalations and patient grievances promptly and professionally.
• Reporting & Analysis:
• Track team performance metrics (e.g., calls made, appointments booked, conversion rates, patient satisfaction).
• Prepare and present daily/weekly/monthly reports to management.
• Analyze call data to identify areas for improvement.
• Training & Development:
• Conduct regular training and refresher sessions for team members on healthcare services, communication skills, and data confidentiality.
• Keep the team updated about new services, procedures, or protocols introduced by the hospital/clinic.
• Compliance & Quality Assurance:
• Ensure the team adheres to healthcare regulations (e.g., HIPAA if applicable, or local equivalents).
• Maintain confidentiality of patient information.
• Audit call recordings and feedback forms regularly for quality assurance.

Qualifications:

• Bachelor's degree (preferred in healthcare, business, or communications).
• Certification in customer service or call center management (optional but a plus).

Experience:

• 3–5 years of telecalling/call center experience, with at least 1–2 years in a leadership role.
• Experience in healthcare, hospital, diagnostic center, or insurance sector preferred.

Skills:

• Excellent communication skills (English and local language).
• Strong leadership and motivational skills.
• Good organizational and time-management abilities.
• Patient, empathetic, and service-oriented.
• Proficiency in MS Office (Excel, Word, PowerPoint) and CRM/call center software.
• Ability to handle pressure and multitask.

Work Conditions:

• Shift-based work if the call center operates 24x7.
• Primarily office-based, with occasional meetings or training at hospital premises.

Job Types: Full-time, Permanent

Pay: ₹30, ₹40,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Experience:

• Team leader: 3 years (Preferred)

Language:

• English (Preferred)
• Hindi (Required)

Location:

• Virugambakkam, Chennai, Tamil Nadu (Preferred)

Work Location: In person