for Team Lead - Operations

About Practo - www.practo.com

What if, instead of a job, you had a mission? A mission to create the future of healthcare alongside a team of brilliant, passionate people, on a canvas that touches billions of consumers around the world?

It’s what we do at Practo.

Practo is at the intersection of health and technology. We build products and solutions that impact one of humanity’s most personal aspects – health.

Apart from being deeply personal, healthcare is also immensely emotional for all stakeholders. Whether it is our doctor community, the patients, or their respective families. Further, this is an industry that is evolving rapidly, while at the same time has considerable regulation.

Are you passionate about making an impact in Healthcare? Do you have the ability to think from first principles & solve complex problems? Would you rate high on an entrepreneurial streak with amazing hustling capabilities? Do you have an instinctive ability to proactively collaborate and work with a lot of different teams and individuals?

Key Responsibilities

- Team Management:
- Lead a team of call center executives handling inbound and outbound leads for the secondary care surgery business.
- Set clear performance goals, KPIs, and SLAs, ensuring targets are consistently met or exceeded.
- Conduct regular team training to improve communication, product knowledge, and lead conversion skills.
- Lead Management:
- Oversee the handling of inbound inquiries and outbound follow-ups, ensuring timely and accurate responses.
- Implement strategies to optimize lead conversion and enhance the customer journey from inquiry to surgery completion.
- Work closely with the sales and operations teams to align lead management efforts with business objectives.
- Process Optimization:
- Develop and document standard operating procedures (SOPs)



for lead handling and escalation processes.
- Monitor and evaluate team performance, identifying areas for improvement and implementing corrective actions.
- Utilize CRM and call center tools to track lead progress, analyze data, and report key metrics.
- Customer Experience:
- Ensure high-quality customer interactions that build trust and enhance the reputation of Practo

Assured.

- Handle escalations and resolve customer grievances in a professional and empathetic manner.
- Collaboration and Reporting:
- Collaborate with marketing, sales, and operations teams to align on lead generation strategies and ensure seamless execution.
- Prepare and present weekly and monthly performance reports, highlighting key metrics, challenges,

and achievements.

Qualifications

- Bachelor’s degree in any field (MBA preferred).
- 5+ years of experience in a call center environment, with at least 2 years in a leadership or managerial role.
- Proven track record of managing inbound and outbound leads and driving conversions.
- Strong knowledge of CRM systems and call center tools.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Experience in healthcare, particularly in secondary care or surgical services, is a plus.

Key Skills

- Team leadership and mentoring
- Lead generation and conversion optimization
- Customer relationship management
- Process development and optimization
- Data analysis and reporting
- Conflict resolution and problem-solving

Employment Type: Full time

Post Training

● Regular working hours will be 9 hours within the 8:00 AM – 9:00 PM window.

● Monday to Saturday. (Need to work on alternative Sundays)

This structured schedule ensures every team member receives the right guidance, mentorship, and hands-on experience to meet their targets and grow within Practo.

📌 Operations Team Lead (Bengaluru)
🏢 Practo
📍 Bengaluru