Team Leader – Call Centre

📍 Location: Muddenahalli, Chikkaballapur, Karnataka

📅 Experience: Minimum 3–5 years (with 1+ year in a team lead/supervisory role)

💼 Employment Type: Full-time | 6-day workweek

🌟 Why Join Us?

At SMSIMSR, we are not just answering calls—we’re connecting people to compassionate care. As a Call Centre Team Leader, you will lead a dynamic front-line communication team handling patient queries, appointment bookings, feedback, and support. This is your opportunity to ensure an exceptional patient experience in a fast-paced, mission-driven hospital environment.

🧩 Key Responsibilities:

• Lead, supervise, and motivate a team of call center agents to achieve service targets.
• Monitor inbound and outbound calls, ensuring high-quality and empathetic communication.
• Manage scheduling, reporting, and performance reviews for your team.
• Handle escalated queries or complaints and ensure timely resolution.
• Provide onboarding, coaching, and refresher training for agents.
• Track KPIs such as average handling time, first call resolution, call abandonment rate, etc.
• Coordinate with hospital departments (OPD, diagnostics, billing, etc.) for smooth information flow.
• Generate daily/weekly reports and present actionable insights to management.

💡 What We Offer:

✔ A people-centric role in a respected healthcare institution

✔ Opportunity to lead a growing team in a service-first environment

✔ Hands-on experience with call center systems & CRM platforms

✔ Housing and other benefits (discussed during hiring)

✔ Exposure to hospital operations and patient relationship management