Role Description The Team Lead – Call Centre role is a full-time, on-site position based in Gurugram. This role is responsible for supervising call centre representatives, monitoring daily call volumes, and ensuring high-quality customer interactions for existing and prospective patients.

The Team

Lead will oversee call handling processes, manage schedules, track performance metrics, and provide coaching and feedback to the team.

Responsibilities include resolving escalated patient queries, coordinating with clinic staff for appointments and follow-ups, and maintaining accurate records in CRM or call management systems. The role also involves implementing process improvements, supporting training initiatives, and contributing to overall patient satisfaction and clinic growth.

Qualifications

- Candidates should possess strong customer-focused skills, including Customer Service, Customer Support, Customer Satisfaction, and Customer Service Management.
- Candidates should possess excellent Communication skills,



including clear verbal and written communication and active listening.
- Experience leading or supervising a call centre or customer service team, preferably in healthcare or a service-oriented environment.
- Proficiency with call centre software, CRM tools, and basic computer applications (MS Office or equivalent).
- Ability to analyze performance data, prepare reports, and implement process improvements.
- Robust problem-solving abilities, conflict resolution skills, and a patient, empathetic approach to customer interactions.
- Organizational and time management skills, with the ability to manage shifts, rosters, and team workloads.
- Bachelor’s degree or equivalent experience in business, healthcare administration, or a related field is preferred.
- Comfort working in a fast-paced, on-site clinical environment in Gurugram and collaborating with multidisciplinary teams.

📌 Team Lead - Call Centre (Gurugram)
🏢 Painflame Clinic
📍 Gurugram