Call Centre Manager

3 days ago

Hyderabad, India Oval Fertility Full time

Highly motivated and results-driven Team Leader to oversee a team of CCE's for handling inbound and outbound calls in a healthcare BPO environment. The ideal candidate will possess a strong understanding of healthcare services preferably in Fertility sector, contact center operations, and sales strategies, with the ability to lead, coach, and inspire a team to exceed performance targets while ensuring exceptional service quality and regulatory compliance.

Key Responsibilities:

Team Leadership & Management

  • Supervise daily activities of the sales team (inbound/outbound) ensuring productivity and high-quality interactions.
  • Monitor and manage team performance using KPIs such as conversion rates, call handling time, first call resolution, and customer satisfaction (CSAT/NPS)
  • Conduct regular one-on-one coaching, performance reviews, and team meetings to provide feedback and align on goals.
  • Develop and implement action plans to address underperformance and drive improvement.
  • Schedule and manage shift rotations, attendance, and adherence to workforce planning needs.

Sales & Customer Engagement

  • Ensure effective handling of inbound inquiries, converting leads into footfalls at the clinic.
  • Strong understanding of digital channels and sources on lead generation, follow-ups, able to predict shortfall in lead pipeline.
  • Maintain strong knowledge of fertility and IVF related associated services to respond to complex customer queries.
  • Use CRM tools and telephony systems to manage leads, track interactions, and generate daily, weekly and monthly reports.

Compliance & Quality Assurance

  • Ensure all interactions comply with HIPAA, GDPR, and other healthcare-specific regulatory standards.
  • Collaborate with QA and Compliance teams to identify gaps and reinforce best practices.
  • Address escalated customer concerns and resolve issues professionally and promptly.

Training & Process Improvement

  • Work with Training and L&D departments to onboard new agents and deliver ongoing skills development.
  • Identify workflow inefficiencies and collaborate with leadership to optimize sales processes and scripts.
  • Provide insights and reporting on lead performance trends, customer feedback, and opportunities.

Required Qualifications:

  • Bachelor's degree in Business, Healthcare Administration, Communications, or a related field (preferred but not mandatory).
  • 5+ years of experience in a BPO or contact center environment, with at least 2 year in a team leader/supervisory role.
  • Proven track record in sales leadership, preferably within healthcare or insurance sectors.
  • Excellent communication, coaching, and interpersonal skills.
  • Strong analytical and organizational abilities.
  • Proficiency with CRM software, Dialler, and MS Office (Excel, Macros, Pivots, Charts)
  • Proficient in spoken English, Hindi, Telugu languages.

Key Performance Indicators (KPIs):

  • Leads to Footfall conversion rate
  • Call quality scores
  • Team adherence and attendance
  • Customer satisfaction (CSAT/NPS)
  • Lead turnaround time and pipeline management

Working Conditions:

  • Shift-based schedules
  • Fast-paced and target-driven environment with high growth probability

Job Types: Full-time, Permanent

Pay: ₹20, ₹600,000.00 per month

Benefits:

  • Paid time off
  • Provident Fund

Work Location: In person

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