Call Centre Supervisor / Team Lead

📍 Location: Muddenahalli, Chikkaballapur, Karnataka

📅 Experience: Minimum 4–6 years in a healthcare or service-sector call center, with 2+ years in a supervisory or team lead role

🎓 Qualification: Graduate in any discipline; preference for candidates with experience in hospital call centre operations or patient support services

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

Why Join Us?

At SMSIMSR, we are committed to providing compassionate and timely patient support—and our call centre is a vital bridge between our medical services and the people we serve. As a Call Centre Supervisor / Team Lead, you will be responsible for leading a team of call centre executives, ensuring high standards of communication, coordination, and patient service.

You’ll play a critical role in managing inbound and outbound communications, supporting appointment scheduling, information requests, and internal coordination with hospital departments.

Key Responsibilities:

✔ Lead and supervise a team of call centre executives, managing daily operations and shift rosters

✔ Monitor call quality, service standards, and response time to ensure a patient-friendly experience

✔ Handle escalated queries, complaints, or sensitive calls with professionalism and empathy

✔ Collaborate with hospital departments to ensure accurate communication of schedules, doctor availability, and patient information

✔ Prepare and maintain daily/weekly MIS reports, call logs, and performance dashboards

✔ Train and mentor new team members on hospital protocols, call etiquette, and CRM systems

✔ Ensure adherence to data privacy, patient confidentiality, and service protocols

✔ Identify areas for process improvement and team productivity enhancement

✔ Coordinate with IT and admin teams for systems support and smooth operations

What We Offer:

✔ A leadership opportunity in one of India’s most mission-driven medical institutions

✔ Collaborative work environment with a strong emphasis on service, empathy, and professionalism

✔ Opportunities to grow into larger operational or administrative roles

✔ Housing and other benefits discussed during hiring

💡 If you are a service-oriented leader with strong communication skills and a passion for patient experience, apply now and join our growing team at SMSIMSR!