Call/Contact Center Head(BPO)

We required BPO - Healthcare Head will have end-to-end responsibility for handling entire our Patient Relationship Officers (PRO) Department

Lead the development and implementation of a governance framework to enhance clarity, accountability and collaboration with the hierarchy team

Establish clear communication channels, escalation protocols and forums to address both operational and strategic relationship issues effectively

Drive alignment on priorities and ensure transparency in issue resolution across all levels.

Develop and oversee mechanisms to monitor and report on call center operational performance, highlighting gaps, risks and opportunities for improvement

Deliver transparent and actionable reporting to support performance management, enable continuous improvement and inform strategic decision-making

Define and formalize escalation protocols to ensure swift resolution of operational issues and alignment on priorities

Lay the foundation for scalable, adaptable and service-oriented operations that align with evolving business needs

Cultural and relationship management, promoting cultural understanding, trust-building and collaborative workshops to strengthen the partnership, ensuring PRO staff understand the company s culture, goals and operational standards.

Your Skills and Expertise:

Candidate education at least post-graduation with 10+ years of experience as BPO Head

Experience should be customer relationship management or operations leadership roles

Ability to lead cross-functional teams and foster a collaborative, results-oriented culture

Patient relationship process that to voice process like In/out bound and escalation calls

Good communication skills with verbal and written in Telugu, English & Hindi languages

Good Analytical Skills and decision making with escalation skills required for this position

Male and healthcare sector exposure candidate can apply and preferable for this position.