Team Lead – Call Handler

We are seeking an experienced and dedicated Team Lead – Call Handler for a UK-based healthcare process. The ideal candidate should have prior healthcare voice process experience, strong leadership skills, and excellent communication abilities.

• Supervise daily operations of the call handling team, ensuring productivity and service quality.
• Allocate daily tasks and manage shift schedules to ensure adequate staffing and coverage.
• Provide continuous coaching, mentoring, and performance support to team members.
• Act as the first point of contact for team queries and issue resolution.
• Foster a positive, accountable, and collaborative team culture.

• Audit 3–5 calls per agent daily to ensure compliance with quality and healthcare process standards.
• Monitor live calls to asses...