Key Responsibilities

- Team Supervision & Operations:

- Oversee day-to-day contact center workflows, hospital switchboard operations, and patient inquiry queues.

- Manage staff rosters, shift schedules, breaks, leave approvals, and floor coverage (including 24/7 or rotational shifts where applicable).

- Monitor live calls, handle escalated patient grievances, and step in for complex medical or administrative scheduling escalations.

- Coaching & Performance Management:

- Conduct regular 1-on-1 meetings, performance reviews, side-by-sides, and call-listening feedback sessions.

- Track and report on Key Performance Indicators (KPIs) such as Service Level Agreements (SLAs), Average Handling Time (AHT), First Call Resolution (FCR), and appointment conversion rates.

- Create and execute action plans or disciplinary measures for underperforming staff.





- Quality Assurance & Compliance:

- Ensure agents maintain high empathy, professional communication, and strict compliance with patient confidentiality and healthcare regulations.

- Identify training gaps and organize continuous skill-enhancement sessions or onboarding modules for current hires

- Cross-Departmental Collaboration:

- Liaise with hospital administration, specialist clinics, triage nurses, and medical records departments to resolve patient issues.

- Provide operational risk feedback and weekly/monthly performance summaries to senior management.

HOSPITAL EXPERIENCE IS MANDATORY

Pay: ₹13,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Call Centre Team Leader (Patna)
🏢 Ford Hospital and Research Center
📍 Patna