Job Description
Job Description 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.
Key Responsibilities 1. Team Supervision & Leadership 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.
2. Call Quality Monitoring & Feedback Audit 3–5 calls per agent daily to ensure compliance with quality and healthcare process standards.
Monitor live calls to assess call handling quality and patient interaction.
Provide daily and weekly feedba...
Key Responsibilities 1. Team Supervision & Leadership 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.
2. Call Quality Monitoring & Feedback Audit 3–5 calls per agent daily to ensure compliance with quality and healthcare process standards.
Monitor live calls to assess call handling quality and patient interaction.
Provide daily and weekly feedba...
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