Team Lead - UK Offshore Contact Centre

Narayana Health; Bengaluru; Vor Ort; INR 900.000 - 1.300.000; Vollzeit

Zusammenfassung

Narayana Health is expanding its UK healthcare operations and building an India-based Contact Centre to support patient experience for NHS patients. We are seeking an experienced Team Lead – Patient Experience Support to lead a UK voice process team, drive performance, and ensure empathy and quality in every patient interaction.

You will manage daily operations, coaching, escalations, and KPI tracking while collaborating with Quality, Training, and Operations.

Qualifikationen

• Graduate in any discipline.
• 5 - 7 years of international voice process experience, specifically UK Voice.
• Minimum 2 years of experience as a Team Leader in a UK voice process.
• Excellent spoken and written English communication skills.
• Strong people management, coaching, escalation handling, and stakeholder management capabilities.
• Good analytical, reporting, and problem-solving skills, with the ability to manage performance metrics in a fast-paced environment.
• Healthcare or UK patient support experience is preferred; prior UK voice process experience is mandatory.

Aufgaben

• 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.
• Partner with Quality, Training, and Operations teams to improve performance and processes.
• Support hiring, onboarding, nesting, employee engagement, and team development.
• Ensure adherence to GDPR, data confidentiality, and applicable healthcare compliance standards

Kenntnisse

Team leadership

UK Voice process experience

English communication

People management

Coaching & feedback

Stakeholder management

Analytical skills

KPI management

Ausbildung

Graduate degree

Jobbeschreibung

Be part of a growing UK healthcare operations team at Narayana Health!

Narayana Health is expanding its global healthcare operations following the acquisition of Practice Plus Group (PPG), UK. We are building our India-based Contact Centre team to support patient experience and healthcare service delivery for patients across the UK, including those accessing services within the UK’s NHS healthcare ecosystem.

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.

What You’ll Be Responsible For:

• 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.
• Partner with Quality, Training, and Operations teams to improve performance and processes.
• Support hiring, onboarding, nesting, employee engagement, and team development.
• Ensure adherence to GDPR, data confidentiality, and applicable healthcare compliance standards

What We’re Looking For?

• Graduate in any discipline.
• 5 - 7 years of international voice process experience, specifically UK Voice.
• Minimum 2 years of experience as a Team Leader in a UK voice process.
• Excellent spoken and written English communication skills.
• Strong people management, coaching, escalation handling, and stakeholder management capabilities.
• Good analytical, reporting, and problem-solving skills, with the ability to manage performance metrics in a fast-paced environment.
• Healthcare or UK patient support experience is preferred; prior UK voice process experience is mandatory.