๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐
๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ฑ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ณ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ฑ-๐ณ ๐๐ฃ๐)
Experience: 3+ yrs
Location: Bangalore, Mumbai
As a Tele Counsellor Lead, you will orchestrate a high-performing team of tele-counsellors to deliver exceptional patient support, ensuring all interactions are empathetic, compliant, and aligned with healthcare best practices. You will act as the linchpin between call handling, quality assurance, and cross-functional stakeholders, translating clinical guidelines into actionable coaching for the team. Your role will involve maintaining and improving KPIs, driving continuous improvement initiatives, and fostering a culture of professionalism and patient-centric service delivery across all touchpoints. Your strategic oversight will also include staying abreast of regulatory changes and pharmaceutical industry developments to keep the team informed and compliant. You will report directly to senior leadership, providing insights and recommendations that shape the organizationโs long-term customer support strategy in the healthcare and pharmaceutical arena.
Requirements
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โข Lead, mentor, and develop a team of tele-counsellors to deliver high-quality patient support services.
โข Design and implement training and coaching programs focused on tele-counselling best practices and pharmaceutical knowledge.
โข Monitor call metrics, quality scores, and patient satisfaction to ensure service excellence and continuous improvement.
โข Collaborate with cross-functional teams (clinical, regulatory, product, and IT) to align service delivery with organizational goals.
โข Ensure compliance with all regulatory requirements (e.g., HIPAA, GDPR, local healthcare regulations) in call handling and data management.
โข Conduct regular performance reviews and provide constructive feedback to drive individual and team growth.
โข Resolve escalated patient issues and acts as a point of escalation for complex cases or concerns.
โข Create and maintain documentation for standard operating procedures, training materials, and compliance guidelines.
โข Analyze call volume trends, forecast staffing needs, and recommend resource planning strategies.
โข Champion a culture of continuous learning, patient focus, and operational excellence.
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โข 3+ years of experience in tele-counselling or healthcare customer support roles.
โข Proven track record of leading and developing high-performance teams in a call center environment.
โข Strong knowledge of healthcare regulations and pharmaceutical industry practices.
โข Excellent communication, coaching, and interpersonal skills.
โข Ability to analyze performance data and implement effective process improvements.
โข Familiarity with quality assurance tools, call monitoring systems, and CRM platforms.
โข Demonstrated ability to resolve escalated patient issues with empathy and professionalism.
โข Adaptability to fast-paced, change-driven environments.
โข A passion for patient-centric service delivery and a commitment to upholding data privacy.
โข Bachelor's degree in Life Sciences, Healthcare Administration, Business, or related field.