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Common mid-level call-center leadership role in Mumbai with broad skills, high applicant density.
Healthcare compliance and patient-privacy focus limit transferability; domain experience is preferred.
Explicit 2–4 years, healthcare compliance and privacy requirements raise screening strictness.
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Supervise and manage day-to-day activities of a call center team handling patient inquiries, appointment scheduling, insurance verification, and triage support.
Coach and motivate team members to consistently achieve weekly performance metrics and KPIs related to patient service and operational targets.
Ensure compliance with healthcare regulations, quality standards, and maintain a patient-first service culture while handling escalated issues as subject matter expert.
Associate's degree in a related field (hospital/healthcare) preferred; Graduate degree mentioned but priority on healthcare-related qualification.
2 to 4 years of relevant experience in contact center supervision or healthcare customer service role.
Ability to work flexible schedules including 24/7 shifts.
Experience with healthcare compliance and patient privacy regulations required implicitly by role responsibilities.
Experienced contact center supervisor skilled in balancing performance metrics (AHT, FCR, Service Level, Appointment booking, Conversion) with regulatory compliance and empathetic patient care.
Strong leadership in coaching, conflict resolution, and crisis communication within a healthcare environment.
Comfortable managing high-pressure situations with multi-tasking, prioritization, and mentoring a team in a fast-paced setting.