Call Centre Team Lead

1 day ago

Hyderabad, Telangana, India Achala IT Solutions Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Key Responsibilities

  • Lead, mentor, and supervise a team of customer care executives
  • Ensure high-quality patient experience across all touchpoints calls, chat & email
  • Manage daily call center operations including shift planning & workforce allocation
  • Monitor performance metrics (AHT, CSAT, SLA adherence) & drive improvement plans
  • Conduct training & refresher programs on hospital processes, communication etiquette & empathy handling
  • Manage escalations, resolve patient concerns, and ensure service recovery
  • Ensure accurate CRM documentation, ticket updates & compliance with data confidentiality
  • Coordinate with doctors, operations, nursing & other hospital teams for smooth patient support
  • Run quality audits, feedback reviews & recommend process improvements
  • Maintain 24/7 operational readiness & handle rotational shift responsibilities

Mandatory Skills & Qualifications

  • 6-12 years experience in Customer Service / Call Center Operations
  • Minimum 2 years in a Team Lead / Supervisor / Manager role
  • Experience in hospital customer care / healthcare BPO / patient coordination
  • Strong command in English, Hindi, and Telugu
  • Excellent communication, leadership & interpersonal skills
  • Ability to manage shifts and a 24x7 operations environment
  • Strong knowledge of hospital workflows, patient handling & medical departments
  • Hands-on experience with CRM systems, call monitoring tools & MS Office
  • Ability to work under pressure with empathy, patience, and professionalism

Preferred Candidate Profile

  • Prior experience managing a hospital helpdesk or healthcare contact center
  • Exposure to process automation, CRM workflows, and ticketing tools
  • Strong problem-solving & escalation handling capability
  • Patient-first approach with a strong sense of service excellence
  • Ability to train, motivate and build high-performing teams.

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