Call Centre Team Lead

Company Description Cloudnine Group of Hospitals is India's leading chain of women, childcare, and fertility hospitals, headquartered in Bengaluru and operating 43 facilities across 13 cities. The group has a strong presence in major urban centers including Gurgaon, Noida, New Delhi, Chennai, Mumbai, Pune, Hyderabad, and Lucknow. Cloudnine specializes in maternity care, high-risk pregnancies, fertility treatment, and advanced neonatal care, supported by experienced doctors and clinical staff. The organization focuses on providing safe, reliable, and emotionally supportive care for parents and newborns. With over a decade of service, Cloudnine has built a reputation for clinical excellence and patient-centered care across India.

Role Description The Call Centre Team Lead is a full-time, on-site role based in Bengaluru South. This role is responsible for supervising call centre representatives, monitoring daily call volumes, and ensuring timely and accurate responses to patient and customer queries. The Team Lead will allocate workloads, manage shift schedules, and provide regular coaching, feedback, and performance reviews to team members. They will oversee adherence to service quality standards, escalate complex issues, and coordinate with hospital operations, front office, and clinical teams to resolve concerns. The role also involves tracking key performance metrics, preparing reports, supporting process improvements, and maintaining a professional, patient-friendly communication environment in line with Cloudnine's service values.

Qualifications

• Experience in call centre operations, including handling inbound and outbound calls, customer service, and queue management.
• Demonstrated team leadership capabilities, such as supervising staff, performance monitoring, coaching, and conflict resolution.
• Strong communication and interpersonal skills, with the ability to manage patient and customer interactions in a calm, empathetic, and professional manner.
• Proficiency in using call centre software, CRM systems, and basic office tools (e.g., MS Excel, word processing, reporting dashboards).
• Organizational and problem-solving skills, including attention to detail, time management, and the ability to prioritize multiple tasks.
• Previous experience in healthcare, hospital call centres, or service-oriented sectors is highly desirable.
• Educational background in any discipline; a graduate degree in business, hospital administration, or a related field is an added advantage.
• Willingness to work on-site in Bengaluru South, with flexibility for rotational shifts and weekend or holiday coverage as required.