Team Lead

Oliva Skin & Hair Clinics; Hyderabad; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Oliva Skin & Hair Clinics in Hyderabad is seeking a proactive Team Leader for Centralised BPM Operations to drive performance and customer engagement. You will lead BPM executives, set daily targets and monitor productivity, conversions, and quality standards to achieve business goals.

Responsibilities include coaching, performance reviews, lead management, appointment scheduling in Zenoti, and cross-functional coordination with clinic teams to maximise patient footfall and revenue.

Qualifications

• Graduate in any discipline; MBA/BBA preferred.
• 13+ years in BPM, customer service, telesales or contact centre operations.
• Experience leading teams and driving targets in a healthcare or beauty services setting.
• Proficiency with Excel, CRM tools and appointment management systems.

Responsibilities

• Lead, mentor and manage a team of BPM executives.
• Allocate daily targets and monitor performance.
• Drive lead management, appointments, walk-ins and conversions.
• Ensure adherence to quality standards and customer experience.
• Coordinate with clinic teams to maximise patient footfall and revenue.
• Prepare and review daily performance metrics and reports.

Skills

Team leadership

Communication

Analytical thinking

Sales & lead management

Performance management

Stakeholder management

Education

Graduate in any discipline

MBA/BBA preferred

Tools

Excel

CRM tools

Zenoti

MIS reporting

Job description

Job Description Team Leader (BPM)

Department: Business Process Management (BPM)
Location: Centralised BPM Operations

1. Role Objective

To lead and manage a team of BPM executives responsible for handling customer enquiries, generating appointments, driving clinic walk-ins and ensuring effective customer engagement. The Team Leader will be accountable for team productivity, operational efficiency, conversion performance, quality standards and achievement of business targets.

2. Key Responsibilities

A. Team Management & Performance

• Lead, mentor and manage a team of BPM executives.
• Allocate daily targets and monitor individual and team performance.
• Ensure adherence to productivity benchmarks, including calls, connects, appointments and walk-ins.
• Conduct daily huddles, performance reviews and coaching sessions.
• Identify performance gaps and implement corrective action plans.
• Drive employee engagement, motivation and accountability.
• Monitor attendance, roster adherence, breaks and schedule compliance.

B. Business & Revenue Generation

• Drive appointment bookings and clinic walk-ins through effective lead management.
• Ensure timely follow-up of fresh, existing, missed and reactivation leads.
• Monitor appointment-to-walk-in and walk-in-to-conversion performance.
• Ensure effective pitching of ongoing campaigns, offers and treatment promotions.
• Identify opportunities to improve lead conversion and revenue generation.
• Work closely with clinic teams to maximise customer footfall and business opportunities.

C. Lead & Appointment Management

• Ensure 100% allocation and timely follow-up of assigned leads.
• Monitor lead ageing, pending callbacks and missed opportunities.
• Ensure accurate appointment scheduling in Zenoti.
• Coordinate with clinic teams to ensure doctor availability and appointment slot accuracy.
• Monitor appointment confirmations, reminders, rescheduling and cancellations.
• Ensure appropriate lead disposition and source tagging.

D. Quality & Customer Experience

• Monitor calls and ensure adherence to prescribed calling scripts and processes.
• Conduct regular call audits and provide actionable feedback.
• Ensure accurate communication of treatment information, pricing and promotional offers.
• Maintain high standards of customer engagement and experience.
• Identify customer complaints and escalations and ensure timely resolution.
• Drive quality scores and process compliance across the team.

E. Reporting & MIS

• Prepare and publish daily performance reports.
• Track KPIs against targets and highlight deviations.
• Analyse individual and team performance trends.
• Maintain trackers for lead follow-ups, appointments, walk-ins and conversions.
• Share daily business updates and performance insights with management.
• Highlight operational challenges and recommend improvement initiatives.

F. Training & Development

• Support new employee onboarding and process training.
• Conduct regular refreshers on campaigns, products, services and systems.
• Identify knowledge gaps through call audits and performance analysis.
• Ensure executives are updated on new offers, treatment protocols and process changes.
• Develop low-performing employees through structured coaching.

G. Cross-functional Coordination

• Coordinate with clinic managers, doctors, AOMs and other stakeholders.
• Ensure smooth coordination between BPM and clinic operations.
• Resolve appointment-related issues and operational bottlenecks.
• Support campaign launches and ensure effective execution at the ground level.

3. Required Skills & Competencies

• Strong team leadership and people management skills.
• Excellent communication and interpersonal skills.
• Good analytical and problem-solving abilities.
• Strong understanding of sales, lead management and customer engagement.
• Ability to drive targets and manage performance pressure.
• Proficiency in Excel, MIS reporting and CRM tools.
• Experience with dialler/CRM platforms and appointment management systems such as Zenoti.
• Strong stakeholder management and coordination skills.

4. Educational Qualification & Experience

• Graduate in any discipline; MBA/BBA preferred.
• 35 years of experience in BPO, customer service, telesales or contact centre operations.
• Minimum 12 years of team-handling experience.
• Experience in healthcare, wellness, dermatology or the beauty industry will be an added advantage.

5. Key Expectations

The Team Leader is expected to take complete ownership of the team's daily performance, ensure disciplined execution of BPM processes, improve appointment and walk-in conversions, maintain customer experience standards and consistently deliver assigned business targets.