Team Leader Patient Command Centre

Job highlights

• Manage team schedules,attendance,and shift planning

Job Description 1. Team Management- Supervise and manage a team of call center agents.

• Monitor daily team performance and productivity.
• Ensure agents follow company policies, scripts, and quality standards.
• Conduct regular team meetings and briefings.

2. Performance Monitoring- Track KPIs such as call handling time, resolution rate, and customer satisfaction.

• Review call recordings and provide feedback to agents.
• Prepare performance reports and share insights with management.

3. Training Coaching- Provide ongoing coaching and mentoring to team members.

• Identify training needs and support skill development.
• Assist in onboarding and training new agents.

4. Customer Service Quality- Ensure high levels of customer satisfaction.

• Handle escalated customer complaints and complex issues.
• Maintain service standards and compliance.

5. Operations Support- Manage team schedules, attendance, and shift planning.

• Coordinate with other departments to resolve customer issues.
• Support management in achieving operational goals.

Key Skills

• Leadership

• Lead Generation

• Planning

• Team Handling