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Call Center Specialist

1 month ago

Delhi, India Nipro Medical India Full time
**Job Title: Customer Call Center Manager**
**Location:** Gurgaon
**Company:** Nipro India Healthcare R& D skill center
**Job Summary:**
We are seeking an accomplished Customer Call Center Specialist to lead our call center operations for Clinicians , Technicians , Nurses , Patients. The ideal candidate will have a proven track record in setting up call centers, selecting appropriate technologies, and defining essential skill sets for team members. This role requires strategic thinking, excellent communication skills, and a deep understanding of customer service excellence.
**Key Responsibilities:**
- Oversee the establishment and day-to-day operations of the customer call center.
- Define and implement call center strategies to enhance customer satisfaction and operational efficiency.
- Evaluate and select technology solutions for call center operations, including CRM systems, telephony, and reporting tools.
- Develop team structures and define skill sets required for various roles within the call center, including customer service representatives, technical support, and team leads.
- Ensure compliance with industry regulations and company policies in all call center activities.
- Monitor call center performance metrics and implement improvements as needed.
- Lead, mentor, and train call center staff to deliver exceptional customer service.
- Collaborate with other departments to ensure a seamless customer experience.
- Handle escalated customer inquiries and resolve issues promptly and effectively.
- Prepare regular reports on call center performance and present findings to senior management.
**Qualifications:**
- Bachelor’s degree in life sciences with specialization in Information Technology, or a related field.
- Minimum 10 years of experience in call center management, preferably in the Global Health care or IT industry.
- Proven experience in setting up call centers, including technology selection and team structuring.
- Strong understanding of customer service principles and best practices.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze data and make data-driven decisions.
- Familiarity with CRM software and call center technology.
**Preferred Skills:**
- Proficiency in Spanish language
- Expertise in Analytics & Reporting tools such as Tableau, Google Data Studio
- Knowledge of IT support processes , Help Desk software such as Zendesk , Freshdesk
- Familiarity of Softphone Applications such as Skype, Ring Central
- Knowhow of Knowledge Management Systems such as Confluence & Sharepoint
**Why Join Us:**
At NiHRDC, we value innovation and excellence. Join our team and be part of a dynamic environment where you can make a meaningful impact on customer satisfaction and contribute to the advancement of medical technology.
**Application Process:**
Interested candidates should submit their resume and cover letter to