Call Centre Team Leader

3 days ago

Chennai, Tamil Nadu, India Maxivision Eye Hospital Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Key Responsibilities:

  • Lead, supervise, and motivate a team of call centre agents handling inbound and outbound calls related to appointments, patient inquiries, billing, feedback, and follow-ups.
  • Monitor call quality, response time, and service levels to ensure performance targets (KPIs) are met.
  • Ensure the team provides accurate information about doctors' availability, specialties, services, OPD schedules, health packages, and hospital procedures.
  • Handle escalation calls from dissatisfied patients or complex queries requiring senior intervention.
  • Provide regular coaching, feedback, and training to team members to enhance service quality and patient communication skills.
  • Manage daily scheduling, shift rosters, and ensure adequate coverage during peak hours.
  • Collaborate with hospital departments (OPD, diagnostics, billing, etc.) to ensure seamless information flow.
  • Prepare daily/weekly/monthly MIS reports on call volumes, resolution rates, TATs, and patient satisfaction scores.
  • Monitor and report patient feedback or complaints for service improvement.
  • Assist in recruitment and onboarding of new call centre staff.

Required Skills and Qualifications:

  • Graduate in any discipline; preference for degrees in Healthcare Administration, Business, or Communication.
  • 3–6 years of experience in a hospital or healthcare call centre, with at least 1–2 years in a team leader/supervisory role.
  • Strong knowledge of hospital services, appointment systems, and medical terminology.
  • Excellent communication (verbal and written) and interpersonal skills.
  • Proficient in MS Office (especially Excel for reporting), and experience with CRM or HIS software.
  • Ability to work under pressure in a fast-paced environment.
  • Good leadership and conflict-resolution skills.

Interested Candidates Share CV

Job Type: Full-time

Benefits:

  • Provident Fund

Work Location: In person

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