Call Center Team Leader/Manager

Job Description: Call Center Team Leader/Assistant Manager for Practo-Assured Secondary Care Surgery Business Position Title: Call Center Team Leader/Manager Department: Practo Assured Secondary Care Surgery Business Location: [Specify Location] Experience: 5+ years in call center operations, with a focus on inbound and outbound lead management Employment Type: Full-time Key Responsibilities: 1. 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. 2. 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. 3. 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. 4. 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. 5. 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.

Practo is a leading healthcare platform that connects patients with doctors, hospitals, pharmacies, and other healthcare providers. Practo's mission is to make quality healthcare accessible to everyone.