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BepartofagrowingUKhealthcareoperationsteamatNarayanaHealth!
NarayanaHealthisexpandingitsglobalhealthcareoperationsfollowingtheacquisitionofPracticePlusGroup(PPG),UK.WearebuildingourIndia-basedContactCentreteamtosupportpatientexperienceandhealthcareservicedeliveryforpatientsacrosstheUK,includingthoseaccessingserviceswithintheUK’sNHShealthcareecosystem.
WearelookingforanexperiencedTeamLead–PatientExperienceSupportwhocanleadaUKvoiceprocessteam,driveoperationalperformance,andensureeverypatientinteractionmeetshighstandardsofservice,empathy,andquality.
WhatYou’llBeResponsibleFor:
- Leadday-to-dayContactCentreoperations,drivingproductivity,quality,attendance,andSLAadherence.
- Monitorinboundandoutboundpatientinteractionstomaintainexcellentservicestandards.
- Managepatientescalationsandcomplaintswithprofessionalism,empathy,andsoundjudgement.
- Conductteamhuddles,performancereviews,one-on-onecoaching,andfeedbacksessions.
- TrackoperationalKPIs,productivity,shrinkage,attrition,andservicequality.
- PartnerwithQuality,Training,andOperationsteamstoimproveperformanceandprocesses.
- Supporthiring,onboarding,nesting,employeeengagement,andteamdevelopment.
- EnsureadherencetoGDPR,dataconfidentiality,andapplicablehealthcarecompliancestandards
WhatWe’reLookingFor?
- Graduateinanydiscipline.
- 5-7yearsofinternationalvoiceprocessexperience,specificallyUKVoice.
- Minimum2yearsofexperienceasaTeamLeaderinaUKvoiceprocess.
- ExcellentspokenandwrittenEnglishcommunicationskills.
- Strongpeoplemanagement,coaching,escalationhandling,andstakeholdermanagementcapabilities.
- Goodanalytical,reporting,andproblem-solvingskills,withtheabilitytomanageperformancemetricsinafast-pacedenvironment.
- HealthcareorUKpatientsupportexperienceispreferred;priorUKvoiceprocessexperienceismandatory.
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