Deputy Manager

Narayana Health (NH); Bengaluru; Vor Ort; INR 1.200.000 - 2.200.000; Vollzeit

Zusammenfassung

Narayana Health is expanding its India-based Contact Centre to support UK healthcare services. We are seeking an experienced Team Lead–Patient Experience Support to lead a UK voice process team, drive performance, and ensure high standards of service, empathy, and quality across patient interactions.

Ideal candidates bring 5–7 years in international UK voice processes, at least 2 years in a Team Leader role, and strong English communication.

Qualifikationen

• 5–7 years of international voice process experience, specifically UK Voice.
• Minimum 2 years of Team Leader experience in a UK voice process.
• Excellent spoken and written English communication skills.
• Strong people management and coaching abilities.
• Experience handling escalations and stakeholder management.
• Healthcare/UK patient support experience preferred; UK voice process mandatory.

Aufgaben

• Lead day-to-day contact centre operations, driving productivity, quality, attendance, and SLA adherence.
• Monitor inbound and outbound patient interactions to maintain service standards.
• Manage patient escalations and complaints with professionalism and empathy.
• Conduct team huddles, performance reviews, coaching, and feedback sessions.
• Track KPIs, productivity, shrinkage, attrition, and service quality.
• Partner with Quality, Training, and Operations to improve performance and processes.
• Support hiring, onboarding, nesting, and employee engagement.
• Ensure GDPR, data confidentiality, and healthcare compliance.

Kenntnisse

UK voice process experience

People management

Coaching

Stakeholder management

English communication

Analytical skills

Ausbildung

Graduate degree

Jobbeschreibung

BepartofagrowingUKhealthcareoperationsteamatNarayanaHealth!

NarayanaHealthisexpandingitsglobalhealthcareoperationsfollowingtheacquisitionofPracticePlusGroup(PPG),UK.WearebuildingourIndia-basedContactCentreteamtosupportpatientexperienceandhealthcareservicedeliveryforpatientsacrosstheUK,includingthoseaccessingserviceswithintheUK’sNHShealthcareecosystem.

WearelookingforanexperiencedTeamLead–PatientExperienceSupportwhocanleadaUKvoiceprocessteam,driveoperationalperformance,andensureeverypatientinteractionmeetshighstandardsofservice,empathy,andquality.

WhatYou’llBeResponsibleFor:

• Leadday-to-dayContactCentreoperations,drivingproductivity,quality,attendance,andSLAadherence.
• Monitorinboundandoutboundpatientinteractionstomaintainexcellentservicestandards.
• Managepatientescalationsandcomplaintswithprofessionalism,empathy,andsoundjudgement.
• Conductteamhuddles,performancereviews,one-on-onecoaching,andfeedbacksessions.
• TrackoperationalKPIs,productivity,shrinkage,attrition,andservicequality.
• PartnerwithQuality,Training,andOperationsteamstoimproveperformanceandprocesses.
• Supporthiring,onboarding,nesting,employeeengagement,andteamdevelopment.
• EnsureadherencetoGDPR,dataconfidentiality,andapplicablehealthcarecompliancestandards

WhatWe’reLookingFor?

• Graduateinanydiscipline.
• 5-7yearsofinternationalvoiceprocessexperience,specificallyUKVoice.
• Minimum2yearsofexperienceasaTeamLeaderinaUKvoiceprocess.
• ExcellentspokenandwrittenEnglishcommunicationskills.
• Strongpeoplemanagement,coaching,escalationhandling,andstakeholdermanagementcapabilities.
• Goodanalytical,reporting,andproblem-solvingskills,withtheabilitytomanageperformancemetricsinafast-pacedenvironment.
• HealthcareorUKpatientsupportexperienceispreferred;priorUKvoiceprocessexperienceismandatory.