Call Centre Team Lead

1 day ago

Pasig, National Capital Region, Philippines Satellite Office Full time $40,000 - $60,000 per year

PRIMARY FUNCTION

We are seeking an experienced and motivated Call Centre Team Lead to manage and support our Call Centre – Inside Sales team. The Team Leader will play a key role in managing daily operations, coaching staff, tracking team performance, and collaborating closely with the clinical and patient care teams. This position requires a strong background in sales and customer service, along with a passion for healthcare accessibility and patient experience.

KEY RESPONSIBILITIES & DUTIES

Leadership & Team Management

  • Supervise a team of Call Centre Staff – Inside Sales handling inbound calls.
  • Provide coaching, support, and regular feedback to enhance individual and team performance.
  • Lead daily huddles, track KPIs, and implement strategies to drive sales conversion and patient engagement.
  • Handle escalations from team members and provide solutions aligned with business and clinical protocols.
  • Support training and onboarding of new team members.

Sales Operations & Quality Oversight

  • Monitor call quality, lead handling, and documentation accuracy to ensure compliance with internal procedures and patient care standards.
  • Review and analyze sales and service metrics; identify gaps and implement performance improvement plans.
  • Collaborate with teams to refine workflows and improve overall conversion.

Customer Experience & Collaboration

  • Ensure a high standard of professionalism and empathy is delivered across all patient interactions.
  • Contribute to the development and refinement of scripts, processes, and patient communication strategies.

Reporting & Strategy

  • Deliver regular reports on team performance, lead quality, conversion rates, and patient feedback.
  • Participate in planning sessions to align team objectives with organizational goals.
  • Recommend process improvements to enhance team productivity and patient experience.

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