Call Center Head

Key Responsibilities:

Strategic Leadership: Develop and implement strategies to enhance call center operations, ensuring high-quality patient interactions and efficient query resolution.

Operational Management: Oversee the daily operations of the call center, including inbound and outbound calls, appointment scheduling, and patient inquiries.

Performance Monitoring: Track key metrics such as call response time, resolution rates, and customer satisfaction scores to ensure continuous improvement.

Team Management: Lead, mentor, and train the call center team to enhance productivity, customer service skills, and overall efficiency.

Process Optimization: Implement best practices, automation, and AI-driven solutions to streamline call handling and improve response times.

Customer Experience: Ensure exceptional patient experience by maintaining service quality standards and addressing escalations effectively.

Collaboration: Work closely with hospital units, IT, and marketing teams to align call center operations with business objectives.

Compliance & Reporting: Maintain compliance with healthcare industry regulations and provide detailed reports on call center performance to senior management.

Key Requirements:

Experience: Minimum 15 years in call center operations, with at least 5+ years in a leadership role (preferably in healthcare, telecom, or service sectors).

Skills: Strong leadership, data-driven decision-making, process improvement, and excellent communication skills.

Tech Proficiency: Experience with CRM systems, call management software, and automation tools.

Customer-Centric Mindset: Ability to handle patient queries with empathy and efficiency.

Work Mode: Work from office (Corporate Office), 6-day workweek.