Job Description

Looking for Male candidate:

Lead, supervise, and mentor a team of 25+ call center executives.

Manage recruitment, training, scheduling, and staff performance appraisals. Ensure professional, empathetic, and confidential patient communication. Monitor call quality, patient satisfaction, and handle escalations. Oversee inbound, outbound, follow-up, and lead conversion calls. Implement and enforce Standard Operating Procedures (SOPs). Track KPIs such as response time, appointment conversion, and resolution rate. Supervise accurate and timely patient appointment scheduling. Coordinate with doctors, embryologists, and nursing teams to optimize schedules. Organize ongoing training on fertility awareness and patient handling. Manage CRM, telephony, and patient management systems. Generate daily, weekly, and monthly staff productivity and service reports. Maintain confidentiality and compliance with healthcare standards. Conduct audits and quality checks for process adherence. Collaborate with clinical, finance, and operations teams for patient journey. Support marketing and patient engagement campaigns through calls. Identify gaps and implement continuous improvement strategies. Drive team productivity while maintaining empathy and service quality. Handle high call volumes, workload peaks, and crisis situations effectively. Ensure 24/7 coverage through proper shift planning and workforce management.
Job Types: Full-time, Permanent

Pay: ₹35,000.00 - ₹40,000.00 per month

Education:

Bachelor's (Preferred)
Experience:

Technical support: 1 year (Preferred) tele sales: 1 year (Preferred) total work: 1 year (Preferred)
Language:

Hindi (Preferred)
Work Location: In person