Role Objective
To lead, optimize, and scale the contact centre operations by ensuring high-quality patient/customer interactions, optimal staffing, performance excellence, compliance adherence, and superior service delivery across inbound and outbound channels.
Responsibilities
- Oversee day-to-day contact centre operations (inbound, outbound, email, chat, WhatsApp)
- Ensure adherence to SLAs, TATs, call quality standards, and escalation protocols
- Manage call flow strategies to minimize wait time and abandonment rate
- Own scheduling, rostering, and workforce planning to match demand patterns
- Lead and mentor Team Leaders, Supervisors, and Executives
- Set clear performance goals (AHT, FCR, CSAT, conversion rate)
- Conduct regular performance reviews, coaching, and corrective action plans
- Drive a culture of accountability, discipline, and customer empathy
- Implement and monitor call quality frameworks and audit mechanisms
- Identify training needs and coordinate onboarding, refresher, and upskilling programs
- Standardize scripts, FAQs, objection handling, and escalation matrices
- Ensure consistent customer experience across shifts and channels
- Track KPIs and publish daily, weekly, and monthly MIS reports
- Analyze call trends, repeat issues, drop-offs, and leakage points
- Recommend and implement process improvements to enhance efficiency and experience
- Work closely with IT/CRM teams for system optimization.
- Ensure effective usage of CRM, dialers, IVR, ticketing systems, and dashboards
- Coordinate system upgrades, integrations, and automation initiatives
- Ensure data accuracy, call recording compliance, and reporting integrity
- Act as the single point of contact for Sales, Marketing, Operations, and Clinical teams
- Align contact centre goals with organizational objectives
- Handle complex escalations and sensitive customer/patient issues.
- Support campaigns, lead conversion, appointment booking, and follow-ups.
- Ensure compliance with internal policies, data privacy norms, and statutory requirements
- Maintain confidentiality of customer/patient information
- Ensure audit readiness and documentation for quality and regulatory checks.
Qualifications
Qualification: BSc / BDS / BHMS / BAMS / BUMS with MHA / MBA in Hospital Management or Marketing
Experience: Min 5 years managing contact centre is a must.
Must have skills
- Service Level Adherence
- people-management skills
- Excellent communication
- conflict-resolution ability
- strong analytical skills
- Process orientation
