DESIGNATION: Call Centre Manager

Location: Delhi

Job Types: Full-time, Permanent

JOB DESCRIPTION:

We are looking for a manager to help monitor and oversee the proper functioning of our call center. You will be required to ensure that the call center is performing at its best and producing results. You will also be required to make analyze performances and report to management on the happenings of the center. Your contribution will make an impact on the kind of service we provide and keep our customers satisfied.

JOB RESPONSIBILITIES:

• Set performance goals and monitor individual and team performance to ensure high-quality service.
• Conduct regular performance reviews, provide feedback, and offer coaching and training as needed.
• Develop and implement call center processes, protocols, and workflows that enhance efficiency while maintaining high-quality patient care.
• Monitor call center metrics, such as average handle time, first-call resolution, and customer satisfaction, to identify areas for improvement.
• Ensure that patients receive accurate and timely information regarding appointments, test results, medication instructions, and general inquiries.
• Implement strategies to improve patient engagement and satisfaction, focusing on empathy and effective communication.
• Handle escalated patient issues and complaints, working to resolve them promptly and professionally.
• Generate and analyze call center performance reports to identify trends, areas of improvement, and potential bottlenecks.
• Use data-driven insights to make informed decisions and optimize call center operations.
• Develop and implement protocols for handling emergency situations and high call volumes during health crises or outbreaks.
• Managing drivers and vendors at the time of dispatch.

KEY SKILLS:

• The candidate should have a minimum of 2+ years of experience in BPO and Heath Care Centers.
• Emphasis on maintaining a professional tone during conversations
• Excellent communication
• Can work overtime.