We are looking for an experienced and result-oriented Team Lead – Call Centre to manage and supervise the call centre team, ensure effective patient communication, improve lead conversion, and maintain high-quality patient service throughout the IVF journey.

Key Responsibilities
- Lead, supervise, and motivate the call centre team to achieve daily and monthly targets.
- Handle and monitor IVF/fertility patient enquiries and leads received through calls, WhatsApp, website, and other sources.
- Ensure timely follow-up with prospective patients and maintain proper lead records.
- Monitor team performance, call quality, conversion ratios, follow-ups, and appointment bookings.
- Guide team members regarding IVF procedures, packages, consultation processes, and patient communication.
- Coordinate with doctors, patient coordinators, front desk, and other departments for smooth patient handling.
- Conduct regular team meetings, training, and performance reviews.
- Identify gaps in the calling process and implement corrective actions.




- Prepare daily/weekly/monthly call centre MIS and performance reports.
- Handle escalated patient queries and ensure proper resolution.
- Maintain confidentiality of patient information and follow hospital policies and SOPs.
- Ensure professional, empathetic, and ethical communication with patients.

Required Skills
- Minimum 2 years of experience in IVF/Fertility Call Centre, Telecalling, or Patient Coordination.
- Strong team handling and leadership skills.
- Excellent communication and interpersonal skills.
- Good knowledge of the IVF/Fertility patient journey.
- Strong follow-up and lead conversion skills.
- Target-oriented and result-driven approach.
- Positive knowledge of MS Excel and basic MIS reporting.
- Ability to handle patient concerns professionally and empathetically.
- Experience in CRM/lead management software will be an advantage.

Preferred Candidate

Candidates with prior experience in IVF hospitals or healthcare professionals

📌 Team Lead – Call Centre | IVF (Udaipur)
🏢 Sparsh Women Hospital
📍 Udaipur