Contact Center Manager

Hiring for A wellness company

5 - 10 Years

Job Description

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.

Industry:BPO / Call Centre / ITES

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Operations

Role:Operations Manager


Desired Candidate Profile

Please refer to the Job description above

Company Profile

RS Consultants

A growing social cause and wellness company on a mission for reversal of Diabetes.
View Contact Details+

Contact Company:RS Consultants


Reference Id:IRP0120