Call Centre Manager
3 days ago
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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