Frontline Managed Services jobs

Job Title: Contact Center Team Lead (Patient Services)

Department: Operations, Managed Services

Location: Chennai Office, India

Work Schedule: Night Shift – 6:00 PM to 3:00 AM IST, aligned with US workweek (Monday–Friday)

Employment Type: Full-Time

Overview

Are you a committed leader who takes ownership, drives accountability, and is passionate about building high-performing teams and delivering exceptional patient experiences? Have you worked directly with the U.S.-based patients or customers and understand the service expectations required to deliver an exceptional experience?

We are looking for an experienced Contact Center Supervisor to lead and support our Patient Services team. This hands-on leadership role is responsible for coaching and developing patient support reps, application support reps, managing performance, handling escalations, monitoring call quality, and providing real-time operational support.

As a key liaison between frontline staff and U.S. leadership, you will help drive team performance, patient satisfaction, accountability, and operational excellence while ensuring every patient interaction is handled with empathy, clarity, and professionalism.

If you are passionate about developing high-performing teams, and delivering outstanding patient service, come join us!

Key ResponsibilitiesTeam Supervision & Support

● Supervise the daily activities of the staffing manager, quality coach, trainer, and team leads to provide excellent patient support services and give real-time support and guidance.

● Coach, mentor, and develop team members to improve performance and professional growth.

● Leverage tools and technology, such as AI, to improve efficiency and effectiveness.

● Conduct regular one-on-one coaching sessions and performance discussions.

● Reinforce accountability, professionalism, attendance, punctuality, and adherence to schedules.

● Address employee concerns, interpersonal conflicts, and workplace issues in a professional and timely manner.

● Support onboarding, training, and integration of new hires.

● Foster a positive, collaborative, and performance-driven team culture.

Patient Experience & Escalation Management

● Serve as the primary escalation point for patient concerns and customer complaints.

● De-escalate challenging situations while ensuring timely, clear, and empathetic resolution.

● Support patient support reps during complex or sensitive patient interactions.

● Join calls as needed to assist with patient resolution.

● Ensure every patient interaction (phone, email, chat, SMS, or web messaging) reflects professionalism, empathy, and excellent service.

● Identify recurring patient concerns and communicate trends to leadership.

Quality Management & Coaching

● Monitor calls, recordings, and interactions to ensure quality standards are met.

● Provide immediate, actionable coaching and feedback.

● Partner with QA teams on evaluations, scorecards, and coaching plans.

● Reinforce call scripts, verification protocols, HIPAA requirements, and communication standards.

● Drive improvement in key behaviors including active listening, empathy, ownership, call control, and problem-solving.

● Support Quality Management initiatives and continuous improvement efforts.

● Work with the coaches to improve the confidence and skills of each team member.

Operations & Workforce Management

● Monitor real-time queues and agent performance using Zoom Contact Center

● Ensure appropriate staffing coverage and support workforce adjustments as needed.

● Manage daily operations to achieve service levels and operational goals.

● Monitor and improve key performance indicators (KPIs), including AHT, service level, and call quality

● Manage distributed teams in-office and work-from-home across India and global locations.

● Work with the staffing manager to develop a talent pipeline to grow the operations.

Training & Process Reinforcement

● Develop a trainer who will deliver materials, cross-train, and test each team member.

● Support ongoing training, coaching, and employee development programs.

● Ensure adherence to SOPs, workflows, scripts, compliance requirements, and documentation standards.

● Identify knowledge gaps and implement corrective coaching plans.

● Partner with leadership to improve processes, scripts, and operational workflows.

● Reinforce a culture of continuous learning and professional development.

Reporting & Communication

● Demonstrate expertise on the dashboards, tools and technology.

● Provide regular updates on team performance, operational risks, patient concerns, and escalation trends to the Senior Manager and U.S. leadership.

● Prepare and communicate performance insights and operational updates.

● Communicate priorities, expectations, feedback, and process changes clearly to team members.

● Collaborate with QA, Training, Operations, and other cross-functional teams to support organizational goals.

● Escalate significant operational, employee, or patient concerns as appropriate.

Qualifications

● 5+ years of experience as a Call Center Supervisor or Team Lead.

● 5+ years of experience in the US healthcare industry required

● Experience supporting U.S.-based patients or customers in a call center, or customer service environment.

● Strong understanding of U.S. customer service expectations, communication standards, and patient experience best practices.

● Demonstrated people management, coaching, and employee development experience.

● Experience handling patient or customer escalations and conflict resolution.

● Strong communication, leadership, coaching, and problem-solving skills.

● Ability to stay calm under pressure and effectively manage sensitive situations.

● Experience with Zoom Contact Center or similar contact center platforms.

Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

Pay: ₹30,000.00 - ₹50,000.00 per month

Work Location: In person