Call Centre Head

Role & responsibilities

• Oversee the day-to-day operations of the hospital call centre, ensuring high-quality patient support and service delivery.
• Manage inbound and outbound calls related to appointments, patient inquiries, follow-ups, health check-up packages, and service requests.
• Develop and monitor key performance indicators (KPIs) such as call response time, appointment conversion, patient satisfaction, abandoned call rate, and first-call resolution.
• Recruit, train, mentor, and evaluate call centre executives and supervisors to maintain a high-performing team.
• Ensure accurate scheduling of doctor appointments and effective coordination with clinical departments.
• Handle escalated patient concerns and ensure timely resolution while maintaining excellent patient relations.
• Coordinate with Marketing, Operations, Front Office, and Clinical teams to support campaigns, patient engagement, and promotional activities.
• Prepare daily, weekly, and monthly operational reports, analyze performance metrics, and implement process improvements.
• Ensure compliance with hospital policies, patient confidentiality standards, and quality protocols.
• Drive continuous improvement initiatives by adopting new technologies, optimizing workflows, and enhancing the overall patient experience.

Preferred candidate profile

Candidate should have good communication