Job Description
JOB PROFILE
Position Manager – Contact Centre
Location NOC
Reports to General Manager – Contact Center
Department Operations & CS
Function Contact Center
Level M6
Key Roles & Responsibilities
Develop and implement long-term strategies to elevate contact center performance in medical servicing.
Leverage medical expertise to enhance customer interactions, ensuring the team is well- equipped with the latest healthcare knowledge by conducting training sessions.
Define success metrics and KPIs that align contact center SLAs with business objectives and industry best practices.
Lead digital transformation initiatives to integrate AI and automation for seamless service delivery.
Foster a customer-centric culture, emphasizing proactive issue resolution.
Drive data-driven decision-making, leveraging analytics to optimize operational efficiency and customer satisfaction.
Collaborate with cross-functional teams, including claims management, medical underwriting, and product innovation, to ensure holistic service delivery.
Lead workforce planning and talent strategy, ensuring high levels of training, engagement, and retention among contact center teams.
Implement continuous improvement frameworks to refine customer journeys and optimize the resolution process.
Key Requirements – Education & Certificates
Any Life science, Paramedical, Medical Graduates and Postgraduates (Pharmacy,
Physiotherapy, Nursing, Health education) or equivalent degree
Key Requirements - Experience & Skills
A minimum of 5-8 years of experience in a call center environment, preferably in a healthcare or medical insurance setting.
Strong knowledge of medical terminology, insurance claim procedures, and billing codes.
Ability to contribute to revenue basis cross sell.
Excellent verbal and written communication skills.
Strong presentation skills.
Ability to handle high call volumes and prioritize customer needs effectively.
Strong problem-solving and decision-making abilities.
Attention to detail and accuracy in data entry and documentation.
Exceptional customer service skills with a friendly and professional demeanor.
Proficiency in using computer systems, including customer relationship management (CRM) software and Microsoft Office Suite.
Ability to work effectively in a team-oriented environment.
Flexibility to work in shifts as per business requirements.
Key Functional Competencies
Functional competency Beginner Intermediate Expert
Convincing skills
Product Knowledge
Team Handling
Behavioral Competency
Behavioral competency Beginner Intermediate Expert
Strategic Mindset
Entrepreneurship
Execution Excellence
Building High Performing Teams
