Job Description

Highly motivated and results-driven

Team Leader

to oversee a team of CCE's for handling inbound and outbound calls in a healthcare BPO environment. The ideal candidate will possess a strong understanding of healthcare services preferably in Fertility sector, contact center operations, and sales strategies, with the ability to lead, coach, and inspire a team to exceed performance targets while ensuring exceptional service quality and regulatory compliance.

Key Responsibilities:

Team Leadership & Management

Supervise daily activities of the sales team (inbound/outbound) ensuring productivity and high-quality interactions. Monitor and manage team performance using KPIs such as conversion rates, call handling time, first call resolution, and customer satisfaction (CSAT/NPS) Conduct regular one-on-one coaching, performance reviews, and team meetings to provide feedback and align on goals. Develop and implement action plans to address underperformance and drive improvement. Schedule and manage shift rotations, attendance, and adherence to workforce planning needs.

Sales & Customer Engagement

Ensure effective handling of inbound inquiries, converting leads into footfalls at the clinic. Strong understanding of digital channels and sources on lead generation, follow-ups, able to predict shortfall in lead pipeline. Maintain strong knowledge of fertility and IVF related associated services to respond to complex customer queries. Use CRM tools and telephony systems to manage leads, track interactions, and generate daily, weekly and monthly reports.

Compliance & Quality Assurance

Ensure all interactions comply with HIPAA, GDPR, and other healthcare-specific regulatory standards. Collaborate with QA and Compliance teams to identify gaps and reinforce best practices. Address escalated customer concerns and resolve issues professionally and promptly.

Training & Process Improvement

Work with Training and L&D departments to onboard new agents and deliver ongoing skills development. Identify workflow inefficiencies and collaborate with leadership to optimize sales processes and scripts. Provide insights and reporting on lead performance trends, customer feedback, and opportunities.

Required Qualifications:

Bachelor's degree in Business, Healthcare Administration, Communications, or a related field (preferred but not mandatory). 5+ years of experience in a BPO or contact center environment, with at least 2 year in a team leader/supervisory role. Proven track record in sales leadership, preferably within healthcare or insurance sectors. Excellent communication, coaching, and interpersonal skills. Strong analytical and organizational abilities. Proficiency with CRM software, Dialler, and MS Office (Excel, Macros, Pivots, Charts) Proficient in spoken English, Hindi, Telugu languages.

Key Performance Indicators (KPIs):

Leads to Footfall conversion rate Call quality scores Team adherence and attendance Customer satisfaction (CSAT/NPS) Lead turnaround time and pipeline management

Working Conditions:

Shift-based schedules Fast-paced and target-driven environment with high growth probability
Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹600,000.00 per month

Benefits:

Paid time off Provident Fund
Work Location: In person