Team Leader

Convergys; Mumbai; On-site; INR 700,000 - 900,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations in Mumbai to supervise a group of call centre associates handling patient inquiries, scheduling, and verification tasks. The role focuses on coaching, performance metrics, and adherence to healthcare regulations while maintaining a patient-first service culture.

You will lead training, monitor attendance, and ensure timely escalations and quality standards fall within contractual KPIs. Flexibility for 24/7 shifts is required.

Qualifications

• Associate's degree in related field (hospital/healthcare) with two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Empathetic, operationally sharp contact centre supervisor balancing fast-paced metric management with patient privacy and compassionate service delivery.
• Work well under pressure and follow through on items to completion.
• Act as the primary point of contact for complex patient queries, high-priority grievances, or urgent medical scheduling escalations.
• Strong written and verbal communication skills.
• High emotional intelligence and crisis communication abilities.
• Ability to lead a multi-tasking team and meet timelines on deliverables.
• Willingness to work a flexible schedule basis 24/7 shifts.

Responsibilities

• Supervise a group of call centre associates and monitor work/attendance per policy and legal requirements.
• Coach direct reports regularly to ensure metrics are achieved.
• Identify performance issues, develop improvement plans, and take corrective action up to termination as needed.
• Ensure service levels meet contractual KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Provide SME support for escalated calls when needed.
• Conduct team meetings and organize activities for effective information flow.
• Stay updated on internal processes and participate in manager development training.
• Promote company values and advocate for team members.

Skills

Team leadership

Coaching

Customer service

Communication

Healthcare knowledge

Regulatory compliance

Education

Associate's degree in related field (hospital/healthcare)

Job description

Team Leader Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

The Team Lead will oversee a team of contact center agents handling patient inquiries, appointment scheduling, insurance verification, and triage support. This role is responsible for team performance, ensuring strict adherence to healthcare regulations, maintaining quality standards and fostering an empathetic, patient-first culture.

Role and Key Responsibilities

• Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly target
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behaviour and attitude, including being an advocate for team members

Candidate Profile

• Associate's degree in related field (hospital/healthcare) with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• An empathetic, operationally sharp contact centre supervisor exceling at balancing fast-paced metric management (AHT, FCR, Service Level, Appointment booking, Conversion etc.) with strict compliance, patient privacy and compassionate service delivery.
• Work well under pressure and follow through on items to completion
• Act as the primary point of contact for complex patient queries, high-priority grievances, or urgent medical scheduling escalations and Doctors/Hospital
• Strong communication skills, both written and verbal
• Strong emotional intelligence and crisis communication skills,
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule basis 24/7 shifts

Graduate Disclaimers

• The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
• 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Location: IND Mumbai - Malad West Paradigm Towers Mindspace Language Requirements: Time Type: Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. We’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.