Tele Counsellor Lead

𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟱𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟳𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟱-𝟳 𝗟𝗣𝗔)

Experience: 3+ yrs

Location: Bangalore, Mumbai

As a Tele Counsellor Lead, you will orchestrate a high-performing team of tele-counsellors to deliver exceptional patient support, ensuring all interactions are empathetic, compliant, and aligned with healthcare best practices. You will act as the linchpin between call handling, quality assurance, and cross-functional stakeholders, translating clinical guidelines into actionable coaching for the team. Your role will involve maintaining and improving KPIs, driving continuous improvement initiatives, and fostering a culture of professionalism and patient-centric service delivery across all touchpoints. Your strategic oversight will also include staying abreast of regulatory changes and pharmaceutical industry developments to keep the team informed and compliant. You will report directly to senior leadership, providing insights and recommendations that shape the organization’s long-term customer support strategy in the healthcare and pharmaceutical arena.

𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀

• Lead, mentor, and develop a team of tele-counsellors to deliver high-quality patient support services.

• Design and implement training and coaching programs focused on tele-counselling best practices and pharmaceutical knowledge.

• Monitor call metrics, quality scores, and patient satisfaction to ensure service excellence and continuous improvement.

• Collaborate with cross-functional teams (clinical, regulatory, product, and IT) to align service delivery with organizational goals.

• Ensure compliance with all regulatory requirements (e.g., HIPAA, GDPR, local healthcare regulations) in call handling and data management.

• Conduct regular performance reviews and provide constructive feedback to drive individual and team growth.

• Resolve escalated patient issues and acts as a point of escalation for complex cases or concerns.

• Create and maintain documentation for standard operating procedures, training materials, and compliance guidelines.

• Analyze call volume trends, forecast staffing needs, and recommend resource planning strategies.

• Champion a culture of continuous learning, patient focus, and operational excellence.

𝗪𝗵𝗮𝘁 𝗠𝗮𝗸𝗲𝘀 𝗬𝗼𝘂 𝗮 𝗚𝗿𝗲𝗮𝘁 𝗙𝗶𝘁

• 3+ years of experience in tele-counselling or healthcare customer support roles.

• Proven track record of leading and developing high-performance teams in a call center environment.

• Strong knowledge of healthcare regulations and pharmaceutical industry practices.

• Excellent communication, coaching, and interpersonal skills.

• Ability to analyze performance data and implement effective process improvements.

• Familiarity with quality assurance tools, call monitoring systems, and CRM platforms.

• Demonstrated ability to resolve escalated patient issues with empathy and professionalism.

• Adaptability to fast-paced, change-driven environments.

• A passion for patient-centric service delivery and a commitment to upholding data privacy.

• Bachelor's degree in Life Sciences, Healthcare Administration, Business, or related field.