Call Center Manager

18 hours ago

Hyderabad, Telangana, India Imperial Dental Group Full time ₹ 3,60,000 - ₹ 7,20,000 per year

**Job Title:** Call Center Manager (UK Time Zone – Dental Company)

**Company:** Imperial Dental Group

**Location:** Hyderabad, India (Work from Office)

**Job Type:** Full-time

**Industry:** Dental / Healthcare

**Work Schedule:** 6 days a week, UK time zone

**Salary:** ₹60,000 per month


**About Us**

Imperial Dental Group is a UK-based dental company known for delivering exceptional patient care through a network of clinics. To maintain that high standard, we rely on a strong support system — and that includes a high-performing call center team.

We are now hiring a **Call Center Manager** to lead our Hyderabad-based team. This is a full-time, on-site role aligned with **UK business hours**, responsible for overseeing day-to-day operations, ensuring team performance, and upholding excellent patient service.


**Key Responsibilities**

* Manage and supervise the daily operations of the call center team

* Monitor call quality, team productivity, and service standards

* Handle escalated calls and patient concerns professionally

* Train, coach, and support new and existing team members

* Create shift schedules and ensure proper coverage at all times

* Track KPIs and prepare performance reports for UK leadership

* Ensure scripts, procedures, and communication meet brand standards

* Liaise with UK-based managers and dental practices for updates and coordination

* Implement improvements in workflows to boost efficiency and patient satisfaction

* Conduct regular team meetings and feedback sessions


**Requirements**

* **3+ years of experience** in a call center environment, with at least **1 year in a team lead or managerial role**

* Strong leadership, coaching, and team management skills

* Excellent verbal and written English

* Ability to work full-time on **UK time zone** (approx. 1:30 PM – 10:30 PM IST)

* Clear, confident communication style with a customer-first mindset

* Comfortable handling metrics, call data, and reporting

* Professional, calm, and solution-oriented under pressure

* Strong organizational and time-management skills

* Proficiency in using CRM/call management tools and Microsoft Office


**Nice to Have**

* Experience in healthcare, dental, or UK-based customer service roles

* Familiarity with UK accents and patient expectations

* Background in training or onboarding new agents


**Job Details**

* **Location:** Hyderabad, India (on-site role)

* **Working Hours:** UK time zone (approx. 9 AM – 6 PM GMT / 1:30 PM – 10:30 PM IST)

* **Working Days:** 6 days a week (Monday to Saturday)

* **Salary:** ₹60,000 per month


**Why Join Imperial Dental Group?**

* Lead a growing team for a well-established UK dental company

* Gain international exposure in healthcare support operations

* Be part of a professional, supportive, and growth-driven environment

* Long-term role with clear performance expectations and advancement potential


**How to Apply**

If you're a strong communicator with a proven track record in team leadership and customer service, we want to hear from you. Apply now with your **updated CV** and a **brief cover letter** outlining your experience and why you're the right fit for this role.

Job Type: Full-time

Pay: ₹55, ₹60,000.00 per month

Work Location: In person

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