Position Overview :
We are seeking an experienced and dynamic Senior Manager-Customer Care to lead our 120+ member customer service and lead generation team. This role requires a strategic leader who can balance operational excellence with business development, manage a multilingual contact center, and drive performance through data-driven insights and team development.
Team Structure & Operations :
- Team Size: 120+ members (4-5 Team Leaders, 100+ Customer Care Agents)
- Call centre Operating Hours: 6 AM to 11 PM, 7 days a week
- Languages Supported: English, Telugu, Hindi, Marathi, Bengali, Kannada
- Call Mix: 60% Inbound Support, 40% Outbound Lead Generation
Key Responsibilities :
Operational Leadership
- Oversee day-to-day operations of a high-volume, multilingual contact center serving customers across multiple time zones
- Design and optimize call center workflows to maximize efficiency while maintaining service quality
- Manage resource planning and scheduling to ensure adequate coverage across all operating hours and language requirements
- Balance headcount allocation against call volumes to optimize team utilization
- Handle high-volume operations efficiently (20,000+ calls per day)
Performance Management
Monitor and optimize key performance metrics including:
- Average Handle Time (AHT)
- First Call Resolution (FCR)
- Customer Satisfaction Score (CSAT)
- Average Speed of Answer (ASA)
- Call Abandonment Rate
- Call Drops and Reconnects
- Wrap-up Time / After Call Work
- Occupancy Rate
- Agent Utilization Rate
- Quality Assurance Scores
Business Development
- Drive outbound lead generation initiatives and conversion strategies with focus on appointment booking and patient acquisition
- Collaborate with sales and marketing teams to align customer care efforts with revenue goals
- Manage social media connects and feedback call programs
- Understand and contribute to digital marketing ROI calculations
- Identify upsell and cross-sell opportunities through customer interactions
- Develop strategies to maximize conversion rates for diagnostic packages and health screening programs
Process & Technology Management
- Design and continuously improve call scripts and conversation flows for various customer scenarios (appointment booking, test inquiries, follow-ups, package promotions)
- Implement and optimize CRM systems and ticketing tools to enhance customer experience
- Work with telephony providers to ensure system reliability, uptime and feature optimization
- Drive adoption of new technologies and process improvements across the team
Team Development
- Recruit, hire, and onboard top talent aligned with organizational culture and performance standards
- Develop comprehensive training programs covering technical skills (medical terminology, test procedures, empathy training), product knowledge, and soft skills
- Create clear career progression paths to nurture and retain high performers
- Foster a culture of continuous learning, accountability, and customer-centricity
- Conduct regular coaching sessions and performance reviews
Quality Assurance
- Implement robust QA processes including call monitoring, feedback mechanisms, and improvement plans
- Analyze quality trends and implement corrective actions
Required Qualifications
Experience
- Mandatory: 8-10+ years in customer care operations with proven experience managing large-scale outbound-heavy call centers (150+ seats handling 20,000+ calls/day)
- Industry Experience: Prior experience in healthcare, diagnostics, hospitals, or healthcare aggregators (Tata 1mg, Healthians, Orange Health, PharmEasy, Practo, etc.) is highly preferred
- Proven track record of managing both inbound support and outbound sales/lead generation functions
- Experience managing multilingual contact center operations
- Demonstrated success in scaling teams and high-volume operations
Healthcare-Specific Knowledge
- Understanding of healthcare/diagnostic services delivery models
- Familiarity with medical terminology and common diagnostic tests
- Knowledge of patient journey mapping and healthcare customer touchpoints
- Experience with appointment scheduling systems and lab management platforms
- Understanding of healthcare data privacy and compliance requirements
Technical Skills
- CRM Platforms: Extensive experience with Zoho CRM, Freshworks, Salesforce, and ticketing systems
- Telephony Solutions: Working knowledge of Ozonetel, Exotel, Tata Smartflo, or similar providers
- Analytics: Strong proficiency in data analysis, reporting, and dashboard creation
- Digital Marketing: Basic understanding of digital marketing tools and ROI measurement
- Experience with healthcare-specific software/platforms is a plus
Core Competencies
- Strategic thinking with strong operational execution capabilities
- Data-driven decision-making skills with ability to translate metrics into actionable insights
- Excellent communication and stakeholder management abilities
- Change management expertise with a tech-savvy mindset
- Strong problem-solving and conflict resolution skills
- Ability to thrive in a fast-paced, dynamic environment
- Empathy and sensitivity required for handling health-related conversations
Personal Attributes
- Adaptable and open to embracing new technologies and methodologies
- Results-oriented with high standards for quality and performance
- Empathetic leader who inspires and motivates teams
- Customer-obsessed with commitment to delivering exceptional experiences
- Proactive and innovative approach to process improvement
- Strong business acumen with ability to balance operational efficiency and customer satisfaction
- Patient-centric mindset with understanding of healthcare sensitivities
Education
- Bachelor's degree required; MBA or relevant postgraduate qualification preferred
- Certifications in healthcare management or contact center operations are a plus
What We're Looking For
Ideal candidates will have:
- Successfully scaled outbound operations in healthcare/diagnostics sector
- Track record of achieving aggressive lead generation and conversion targets
- Experience building and managing multilingual teams in healthcare context
- Demonstrated ability to maintain high quality standards while managing large call volumes
- Strong understanding of healthcare customer acquisition funnels
