Hiring a Contact Center Manager for a (day shift only) Healthcare inbound / outbound process @ Deccan, Pune
- To manage a team of Customer Care Executives (Tele-callers) for smooth inbound calling process, minimising call-back time for missed calls and ensuring queries of customers are answered well.
- Act as a mentor and guide for training and improving the team. Continuously upgrade the course to increase customer satisfaction.
Detailed Job Profile
- Complete customer service of program participants
- Quick data updation for registered participants
- Monitor App Activation Calling process
- WhatsApp Group Management
- Couriering of Kits
- Patient Appointments and Health tests
- Pending payments Follow up
- Refunds Follow up, Convincing, updation of status and elimination of group/portal off On CRM
- Checking daily appointments in Mumbai and Pune and ensuring all are catered to satisfactorily
- Proper Follow up of rescheduled appointments
- Paid telephonic appointments tracking
- MIS - Dashboard tracking & Batch wise review
- Grievance Handling & Customer Service
- Group Sessions - Complete Coordination in all locations
Required Candidate profile
- Excellent in written and oral communication (English, Hindi and Marathi)
- Should be able to work in different time duration of the day (like early morning/ late evening when events/programs are conducted).
- Should have excellent management skills, a task master
- Strong Operations Management skills with systematic approach, process management Quality Assurance and analytical skills to make the processes automated with no error approach
- Proactive and Quick Problem Resolving Skills
- Self-Driven and motivated, ready to put in extra time
- Should be willing to travel within city or to other locations for conducting programs.
Education: MBA Operations / Any other relevant Post Graduation
Experience: 6 to 8 years of experience in handling Tele calling team, Back office Operations / BPO and Events
Industry: Candidate who has worked for Healthcare industry in a similar role or in Customer Service & Calling & Operations will be preferred.
Salary: INR 4,00,000 - 6,00,000 PA.
Desired Candidate Profile
Contact Company:RS Consultants