Team Leader

Oliva Skin & Hair Clinic; Telangana; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Oliva Skin & Hair Clinic in Telangana, India seeks a proactive Lead, mentor and manager for BPM executives to drive performance and engagement. You will allocate targets, monitor metrics, conduct coaching sessions and ensure adherence to productivity benchmarks across calls, appointments and walk-ins.

Responsibilities include lead management, follow-ups, conversions and cross-functional coordination with clinic teams, while maintaining quality customer experience and timely reporting.

Qualifications

• Graduate in any discipline; MBA/BBA preferred.
• 3–5 years of experience in BPO, customer service, telesales or contact centre operations.
• Minimum 1–2 years of team-handling experience.
• Experience in healthcare, wellness, dermatology or the beauty industry will be an added advantage.

Responsibilities

• 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.
• Drive lead management, appointment bookings and conversions.
• Coordinate with clinic teams to maximize customer footfall and business opportunities.

Skills

Team leadership

People management

Performance coaching

Target setting

CRM usage

Education

Graduate in any discipline; MBA/BBA preferred.

Tools

Zenoti

CRM platforms

Excel

MIS reporting

Job description

• 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.

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.

Lead & Appointment Management

• Ensure 100% allocation and timely follow-up of assigned leads.
• Monitor lead ageing, pending callbacks and missed opportunities.
• 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.

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.

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.

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.

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.
• 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 dialer/CRM platforms and appointment management systems such as Zenoti.
• Strong stakeholder management and coordination skills.

Educational Qualification & Experience

• Graduate in any discipline; MBA/BBA preferred.
• 3–5 years of experience in BPO, customer service, telesales or contact centre operations.
• Minimum 1–2 years of team-handling experience.
• Experience in healthcare, wellness, dermatology or the beauty industry will be an added advantage.