Job Description – Team Leader | Operations Designation: Assistant Manager – Operations
Location: Mumbai (Malad)
Experience: 4+ Years
CTC: Up to 9 LPA
Industry: Hospital / Healthcare
Shift: Adaptable / 24×7 Rotational Shifts About the Role We are looking for an experienced Team Leader – Operations to manage a healthcare contact centre team, drive operational performance, and ensure a high standard of patient and customer service. The role requires strong people-management skills, operational expertise, and the ability to handle sensitive patient escalations with empathy and professionalism. Key Responsibilities Manage day-to-day operations of a team, including attendance, productivity, adherence, and performance. Monitor key contact centre metrics such as AHT, FCR, Service Level, Appointment Booking, Conversion, and CSAT. Conduct regular coaching, feedback, performance reviews, and improvement plans to achieve team targets. Handle and resolve complex patient queries, grievances, urgent scheduling issues, and escalations involving doctors/hospitals. Ensure adherence to SOPs, contractual KPIs, compliance requirements, and patient privacy standards.



Conduct regular team huddles and meetings to communicate updates, address concerns, and improve team engagement. Identify operational gaps and implement corrective and improvement actions. Act as a strong point of contact between the team and internal/client stakeholders. Promote a culture of empathy, accountability, teamwork, and continuous improvement. Candidate Profile 4+ years of relevant experience in contact centre / operations, preferably within hospital or healthcare services. Proven experience in team handling, coaching, performance management, and escalation handling. Strong understanding of contact centre metrics and operational processes. Excellent verbal and written communication with strong emotional intelligence. Ability to manage high-pressure situations, multitasking, and critical patient interactions with professionalism. Strong problem-solving, decision-making, and stakeholder-management skills. Comfortable working in a 24×7 rotational shift environment. Healthcare/contact-centre qualification or relevant educational background will be an added advantage.

📌 Team Leader - Hospital/Healthcare (Malad)
🏢 JOBADDA TECHNOLOGY
📍 Malad