Qureos Mentor

Cytecare Hospitals

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 Role Objective
 
 
 
 To lead, optimize, and scale the contact centre operations by ensuring high-quality patient/customer interactions, optimal staffing, performance excellence, compliance adherence, and superior service delivery across inbound and outbound channels.
 
 
 
 Responsibilities
 
 
 
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 Oversee day-to-day contact centre operations (inbound, outbound, email, chat, WhatsApp)
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 Ensure adherence to SLAs, TATs, call quality standards, and escalation protocols
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 Manage call flow strategies to minimize wait time and abandonment rate
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 Own scheduling, rostering, and workforce planning to match demand patterns
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 Lead and mentor Team Leaders, Supervisors, and Executives
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 Set clear performance goals (AHT, FCR, CSAT, conversion rate)
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 Conduct regular performance reviews, coaching, and corrective action plans
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 Drive a culture of accountability, discipline, and customer empathy
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 Implement and monitor call quality frameworks and audit mechanisms
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 Identify training needs and coordinate onboarding, refresher, and upskilling programs
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 Standardize scripts, FAQs, objection handling, and escalation matrices
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 Ensure consistent customer experience across shifts and channels
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 Track KPIs and publish daily, weekly, and monthly MIS reports
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 Analyze call trends, repeat issues, drop-offs, and leakage points
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 Recommend and implement process improvements to enhance efficiency and experience
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 Work closely with IT/CRM teams for system optimization.
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 Ensure effective usage of CRM, dialers, IVR, ticketing systems, and dashboards
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 Coordinate system upgrades, integrations, and automation initiatives
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 Ensure data accuracy, call recording compliance, and reporting integrity
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 Act as the single point of contact for Sales, Marketing, Operations, and Clinical teams
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 Align contact centre goals with organizational objectives
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 Handle complex escalations and sensitive customer/patient issues.
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 Support campaigns, lead conversion, appointment booking, and follow-ups.
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 Ensure compliance with internal policies, data privacy norms, and statutory requirements
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 Maintain confidentiality of customer/patient information
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 Ensure audit readiness and documentation for quality and regulatory checks.
 
 
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 </ul>
 
 Qualifications
 
 
 
 Qualification: BSc / BDS / BHMS / BAMS / BUMS with MHA / MBA in Hospital Management or Marketing
 
 
 Experience: Min 5 years managing contact centre is a must.
 
 
 Must have skills
 
 
 <ul>
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 Service Level Adherence
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 people-management skills
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 Excellent communication
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 conflict-resolution ability
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 strong analytical skills
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 Process orientation
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 </ul>
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Manager Contact Centre

Join Cytecare Hospitals and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Cytecare Hospitals

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Manager Contact Centre