Telecalling Team Lead

3 days ago

Chennai, Tamil Nadu, India A4 Hospital Full time ₹ 1,20,000 - ₹ 1,80,000 per year

Job Title: Telecalling Team Lead Call Centre

Location: A4 Hospital Virugambakkam

Department: Call Centre / Patient Support

Reporting To: Operations Manager

Job Summary:

We are looking for an experienced Telecalling Team Lead to manage a team of telecallers in our hospital call centre. The ideal candidate will have years of experience in telecalling or call centre operations, including a proven track record of team leadership, performance management, and data reporting. Preference will be given to candidates from a hospital or healthcare background with strong Excel and data presentation skills.

Key Responsibilities:

  • Lead and manage a team of telecallers, ensuring call targets and service quality are achieved.
  • Prepare daily, weekly, and monthly reports using Excel (Pivot Tables, VLOOKUP, Charts, Dashboards).
  • Monitor team productivity, call quality, and patient satisfaction scores.
  • Train, mentor, and guide team members for skill enhancement and performance improvement.
  • Handle escalated queries and ensure excellent patient service delivery.
  • Coordinate with internal departments for appointment scheduling and patient support.
  • Implement process improvements and best practices for call centre efficiency.

Key Skills & Competencies:

  • Strong team leadership and people management skills.
  • Advanced knowledge of Excel for data analysis and reporting.
  • Excellent communication and interpersonal skills.
  • Experience in hospital/healthcare call centre operations preferred.
  • Ability to work under pressure and meet targets consistently.
  • Strong problem-solving and decision-making capabilities.

Qualifications & Experience:

  • Graduate in any discipline (MBA/Healthcare Management preferred).
  • 7 - 12 years of total experience in telecalling/call centre operations, with at least 3 - 5 years in a team lead role.
  • Proficiency in MS Office (Excel, PowerPoint, Word).
  • Hospital/Healthcare sector experience highly desirable.

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