Manager | CRM (Must Be MBBS/BDS/BAMS/BHMS/BPT)

Job Summary

We are seeking an experienced and motivated People Manager to lead and manage a team of Customer Health Solation Experts. The Manager -CHSE will be responsible for driving performance, ensuring high-quality customer service, fostering employee engagement, and managing day-to-day operations to meet organizational goals.

Key Responsibilities

Team Management and Leadership: Manage, mentor, and develop a team of Health Relationship Manager to achieve individual and team performance goals. Conduct regular one-on-one sessions, team meetings, and performance reviews to provide feedback and drive improvement. Identify training and development needs to ensure  employees are equipped with the skills to succeed.

Create a culture of accountability, recognition, and engagement within the team.

Operational Excellence: Monitor and ensure adherence to call center performance metrics, including average handling time (AHT), first call resolution (FCR), and customer satisfaction (CSAT). Analyze customer interaction data and prepare performance reports to identify trends, areas for improvement, and recommend actionable solutions. Develop and implement strategies to improve efficiency, productivity, and service quality. Act as the escalation point for complex or unresolved customer issues, ensuring timely and effective resolution.

Compliance and Process Adherence: Oversee workforce scheduling and staffing to ensure  adequate coverage for peak periods and maintain service level agreements (SLAs).

Collaborate with Workforce Management (WFM) teams to optimize resource allocation and minimize wait times.

Employee Engagement and Retention: Ensure the team adheres to company policies, procedures, and compliance requirements, including data privacy and security protocols.

Identify process gaps and recommend process improvements to enhance operational efficiency.

Workforce and Schedule Management: Foster a positive work environment that values employee well-being, morale, and work-life balance.

Implement employee recognition programs and initiatives to boost engagement and retention.

Manage attrition by identifying potential risks and taking proactive measures to address employee concerns.

Preferred candidate profile

• Strong leadership and people management skills with the ability to motivate and inspire teams.
• Excellent communication and interpersonal skills to build relationships with team members and stakeholders.
• Analytical mindset with proficiency in data analysis and reporting tools (e.g., Excel, CRM systems).
• Problem-solving and decision-making abilities to address challenges and drive continuous improvement.
• Familiarity with call center metrics, technology, and processes (e.g., IVR systems, Fresh Desk).
• Strong organizational skills and the ability to manage multiple priorities effectively.