Fluency in Hindi and English is mandatory. Telugu, Punjabi, Kannada or Marathi is a strong advantage.

Role & responsibilities

1. Personal Call Handling All Categories

- Personally handle a minimum of 10% of total calls across all three categories daily outbound sales and lead conversion, inbound patient complaints, and outbound patient feedback.
- Use first-hand call experience to validate scripts, test complaint resolution approaches, assess feedback collection quality, and maintain direct operational presence on the floor.
- Log all personally handled calls in Zoho CRM with accurate dispositions, notes, and outcomes included in the daily performance report.

2. Inbound Complaint Handling

- Ensure all inbound complaints are acknowledged, documented, and resolved within defined SLA timelines.
- Handle escalated or complex complaints directly with empathy and a clear resolution approach.
- Monitor complaint trends, identify recurring issues, and escalate findings with supporting data to Operations, CXE, Clinical, or Solution teams.
- Ensure zero instances of complaints being misclassified, under-documented, or closed without confirmed resolution.

3. Outbound Patient Feedback Calls

- Ensure the team conducts structured feedback calls post-service, post-fitting, and post-delivery as per the defined schedule.
- Monitor CSAT scores and patient satisfaction trends, flagging drops or patterns to relevant departments immediately.
- Ensure all feedback responses are documented accurately in CRM and shared with internal teams for service improvement.

4. Outbound Sales & Lead Conversion

- Monitor the dialer dashboard hourly to ensure the team meets call volume, connect rate, and talk-time targets.
- Handle high-value, complex, or hot leads directly to maximise conversion rate.
- Take over calls mid-dial to demonstrate objection handling, closing techniques, and script compliance when agents need real-time support. Allocate and pace daily outbound targets across the team based on pipeline status, agent performance, and campaign priorities.
- Configure and optimise dialer modes (predictive, power, or preview)



in Zoho CRM to maximise agent talk time and reduce drop rates.

5. Quality Audits & Compliance

- Audit a minimum of 10% of all calls per agent per day across all three call types against quality parameters, compliance rules, and approved script guidelines.
- Evaluate inbound complaint calls for empathy, resolution accuracy, SLA adherence, escalation appropriateness, and CRM documentation.
- Evaluate outbound feedback calls for CSAT probing quality, accurate data capture, and documentation completeness.
- Identify root causes of recurring quality failures through call trend analysis across all three functions.
- Flag fatal errors and compliance breaches immediately to the AM & AVP with full written documentation and recommended corrective action.

6. Coaching & Agent Development

- Conduct side-by-side coaching sessions during live calls across all three call types for immediate, real-time feedback on tone, empathy, pitch, script adherence, and complaint handling.
- Deliver structured weekly one-on-one performance feedback sessions using CRM data and call recordings.
- Lead weekly call calibration sessions playing back exemplary and failed calls across all call types to align the team on quality standards and compliance.
- Deploy Performance Improvement Plans (PIPs) with specific, time-bound quality and performance targets for underperforming executives within 5 working days of identification.

7. Process Certification & Refresher Training

- Design, administer, and grade process certification tests for all new hires covering outbound sales scripts, complaint handling protocols, and feedback call frameworks before go-live clearance.
- Conduct targeted refresher training sessions on the floor to address recurring quality issues identified through audits.




- Maintain and update the knowledge repository compliance checklists, objection-handling playbooks, complaint resolution frameworks, and feedback call scripts.
- Track post-training quality scores against pre-training baselines to measure and report training impact.

8. CRM Management & Documentation Quality

- Segment, filter, and allocate lead lists within Zoho CRM based on agent performance, time zones, and campaign priorities.
- Set up CRM triggers, follow-up templates, and calendar reminders to prevent missed callbacks across all three call functions.
- Audit CRM records regularly to ensure call dispositions, patient details, complaint notes, and feedback responses are entered accurately and completely by all agents.
- Ensure all agents maintain CRM accuracy of 98% as per SOP at all times. Reporting & Cross-Departmental Liaison
- Report daily, weekly, and monthly KPIs to the AM & AVP covering performance and quality across all three call functions.
- Work closely with Operations, CXE, Clinical, and Solution teams to ensure smooth patient handling and timely resolution of escalations.
- Contribute to continuous improvement by identifying gaps in patient communication, complaint workflows, or feedback processes and raising structured recommendations.

Preferred candidate profile

a) Academic qualification

Graduate in any stream.

b) Professional qualification

Certification or experience in contact centre operations, quality assurance, or

CRM management preferred.

c) Work experience

- Minimum 3 -5 years in contact centre operations covering outbound sales,
- inbound complaint handling, and/or customer feedback functions. At least 2-3 years in a team lead, quality, or senior operations role.
- Healthcare or Prosthetic & Orthotics domain experience is an added advantage.

d) Supervisory experience

Required prior experience managing a team of 46 agents with direct

accountability for quality and performance.

e) Skills Proficiency in Zoho CRM or equivalent. Solid understanding of dialer operations, multi-function call quality frameworks, complaint resolution standards, and CSAT measurement.

📌 Team Lead Customer Success (Gurugram)
🏢 Instalimb India
📍 Gurugram