Call Centre Manager

Job Summary

We are looking for an experienced and customer-focused Call Centre Manager to manage the day-to-day operations of our healthcare call centre. The role will be responsible for leading the call centre team, ensuring excellent patient experience, improving operational efficiency, and achieving defined service-level and business targets.

Key Responsibilities

• Manage and oversee the day-to-day operations of the healthcare call centre.
• Lead, motivate, and manage a team of Customer Care Executives / Call Centre Executives / Team Leaders.
• Monitor inbound and outbound calls related to appointments, enquiries, follow-ups, feedback, and patient services.
• Ensure timely and accurate handling of patient enquiries and appointment requests.
• Monitor call quality and ensure adherence to defined SOPs, scripts, service standards, and compliance requirements.
• Handle and resolve complex patient complaints and escalations professionally.
• Coordinate with OPD, Doctors, Nursing, Billing, Diagnostics, Pharmacy, Insurance and other hospital departments for effective resolution of patient queries.
• Track and improve key performance indicators such as Average Handling Time (AHT), Service Level, First Call Resolution (FCR), Call Abandonment Rate, Conversion Rate, Quality Score and Customer Satisfaction (CSAT).
• Prepare and review daily, weekly, and monthly MIS and performance reports.
• Analyse call centre data and identify trends, operational gaps, and improvement opportunities.
• Conduct regular performance reviews and provide coaching and feedback to team members.
• Identify training requirements and conduct/coordinate training programs for call centre staff.
• Ensure adequate manpower planning, shift scheduling, and optimum resource utilization.
• Work closely with the HR and Operations teams for recruitment, onboarding, attendance, performance management, and employee engagement.
• Ensure proper utilization and maintenance of CRM / Call Centre / Telephony systems.
• Develop and implement initiatives to improve patient experience and operational efficiency.
• Ensure confidentiality and appropriate handling of patient information in accordance with hospital policies and applicable regulations.
• Prepare management presentations and provide regular updates on call centre performance.