Nipro Medical India | Call Center Specialist | ajmer

1 week ago


ajmer, 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 jobs@nipromedindia.com


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