Call Centre Manager
Location: Noida
Employment Type: Full-time
About Us
Visit Health is a pioneering health-tech platform, founded in 2016 by BITS Pilani alumni, dedicated to making healthcare accessible, affordable, and preventive. Originated as a telemedicine platform during the 2015 Swine Flu epidemic, Visit Health has grown into an all-in-one wellness ecosystem that connects doctors, insurers, and millions of families. Our services range from physical and mental wellness to OPD benefits, empowering both individuals and corporations to prioritize well-being.
Our Core Offerings
- Employee Assistance Program (EAP): Mental health support services for a balanced work-life experience.
- Personalized Health Plans: Tailored wellness programs with fitness, meditation, and nutritional guidance.
- Health Check-ups & Screenings: Preventive check-ups and vaccinations for proactive health management.
- Comprehensive Wellness Programs: Designed to boost morale, productivity, and holistic employee health.
- Preventive & OPD Care: Seamless primary care and OPD services, reducing out-of-pocket expenses through cashless OPD benefits.
Founding Team
The founding team Chetan Anand, Anurag Prasad, Vaibhav Singh, and Shashvat Tripathi established Visit Health to bridge the healthcare gap in India. Driven by their experiences with limited healthcare access in Pilani, they have built Visit Health into a platform that advocates quality, accessible healthcare for everyone.
What Sets Us Apart
- Comprehensive & Flexible OPD Benefits: Visit offers unlimited access packages for employees and dependents, covering mental health, nutrition, diagnostics, and doctor consultations.
- Integrated Platform: Combining primary and secondary care, our platform connects corporates, insurers, and retailers, making healthcare seamless and holistic.
- Engagement & Gamification: AI-driven insights, step challenges, and rewards (FitCoins) drive high engagement and builds lasting healthy habits.
- 24/7 Accessibility: Accessible health support anytime, designed to address India's diverse healthcare needs.
Key Milestones & Achievements
- Expanding Primary Care Access: Serving over 5 million users with 1.5 million annual health checkups, 500,000 doctor consultations, and 200,000 pharmacy orders.
- Strategic Partnerships: Collaborations with leading insurers and doctors, reaching 2,500 major corporations and MSMEs.
- Technological Innovation: Introduced India's first cashless OPD insurance program in partnership with Apollo Munich, with a network of over 35,000 doctors.
- Awards & Recognition: Honored in Forbes 30 Under 30 Asia (2020) and BITSAA Global 30 Under 30 (2022).
- Funding Success: Secured over $40 million in investments to drive growth and service expansion.
Future Vision
Visit Health aims to further strengthen India's primary care infrastructure, expand its corporate and insurer partnerships, and introduce advanced health tech solutions. With a focus on universal health coverage, we're committed to making healthcare accessible for all employees and their families, supporting them in leading healthier lives.
Visit Health Empowering workplaces with accessible, affordable, and impactful healthcare.
About the Role
We are looking for a high-performing Call Center Manager with experience managing 5,00010,000 calls/day across multi-site or high-volume environments. The ideal candidate has strong expertise in workforce planning, queue management, call analytics, process optimization, and team leadership. This role demands a data-driven mindset, strong people management skills, and a deep understanding of call center operations and technology.
Key Responsibilities
1. Operations & Team Management
- Lead, manage, and motivate a team of call center executives, team leads, and QA specialists.
- Ensure smooth handling of high call volumes (510K/day) while maintaining SLA, AHT, FCR, and customer satisfaction targets.
- Monitor real-time operations and redistribute workload across sites or teams as needed.
- Conduct weekly performance reviews and coaching sessions.
2. Workforce Planning & Scheduling
- Create and manage staff schedules based on forecasted call volumes, peak hours, and shrinkage.
- Optimize staffing models using WFM tools, historical patterns, and call queues.
- Maintain occupancy and utilization targets while avoiding over/under staffing.
- Coordinate with HR for hiring based on volume spikes or seasonal events.
3. Technology & Tools
- Hands-on experience with dialer software, IVR, ACD, CRM, and ticketing systems.
- Work closely with tech teams to troubleshoot call flow issues, downtime, tool errors, or routing problems.
- Set up call flows, queues, dispositions, and reporting dashboards.
- Ensure adherence to compliance around data protection and call monitoring.
4. Call Analytics & Reporting
- Track and analyze key call metrics, including AHT, ASA, SL, FCR, CSAT, NPS impact, call abandonment rate, queue time, wrap-up time, call transfer rate.
- Prepare daily/weekly/monthly performance reports highlighting trends, gaps, and action plans.
- Use call data to improve productivity, forecast staffing, and identify training requirements.
- Drive initiatives to reduce AHT, improve FCR, and enhance customer experience.
5. Process Excellence & Quality
- Identify bottlenecks in call handling processes and implement streamlined SOPs.
- Collaborate with QA teams to improve call quality, tone, scripting, and adherence.
- Drive continuous improvement initiatives through RCA, workflow redesign, and automation opportunities.
6. Stakeholder Management
- Work closely with cross-functional teams (Ops, Product, Tech, and HR) to resolve escalations and improve the customer journey.
- Present business insights, performance metrics, and improvement plans to senior leadership.
- Represent the call center function in weekly/monthly business reviews.
Required Skills & Experience
- 58 years of experience in a call center or contact center environment.
- Must have managed high-volume operations (5K10K calls/day).
- Expertise in workforce management, scheduling, and forecasting.
- Strong understanding of dialer tools, IVR routing, CRM systems, and telephony setups.
- Excellent analytical skills with the ability to interpret call metrics and build insights.
- Strong leadership, communication, and conflict-management abilities.
- Experience in a fast-paced, SLA-driven, multi-site environment preferred.
Preferred Qualifications
- Experience with tools like Ameyo, Acefone, Exotel, Freshcaller, Genesys, Five9, or similar.
- Prior background in e-commerce, healthcare, BFSI, or BPO setups.
- Certification in WFM, Six Sigma, or Quality Management is a plus.
