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.
Solid team handling and leadership skills.
Excellent communication and interpersonal skills.
Positive 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 will be given preference.

Pay: ₹22,000.00 - ₹25,000.00 per month

Work Location: In person

📌 Team Lead – Call Centre Ivf & Fertility Udaipur (India)
🏢 Sparsh Women Hospital
📍 India