Deputy Manager
BengaluruFull-time5–7 yrsPosted 1 week ago
Senior customer support role at Narayana Health in Bengaluru. Needs 5–7 years and a degree.
About the role
We are looking for an experienced Team Lead – Patient Experience Support who can lead a UK voice process team, drive operational performance, and ensure every patient interaction meets high standards of service, empathy, and quality. Lead day-to-day Contact Centre operations, driving productivity, quality, attendance, and SLA adherence.
What you'll do
- Lead day-to-day Contact Centre operations, driving productivity, quality, attendance, and SLA adherence
- Monitor inbound and outbound patient interactions to maintain excellent service standards
- Manage patient escalations and complaints with professionalism, empathy, and sound judgement
- Conduct team huddles, performance reviews, one-on-one coaching, and feedback sessions
- Track operational KPIs, productivity, shrinkage, attrition, and service quality
What you need
- Voice process
- Escalation handling
- Employee engagement
- Data privacy
- Problem solving