Job Description:

Primary Role Description: We are seeking a manager with a strong medical background (MBBS, BAMS, Dental preferred) to drive excellence in customer servicing within our contact centre. The Manager - Contact Centre Medical Servicing will be responsible for developing and executing forward-thinking strategies to enhance customer experience, operational efficiency, and medical knowledge integration. This role requires a visionary approach to optimizing service delivery, reducing repeat contacts through first-time-right solutions, and ensuring the contact centre operates as a centre of excellence in medical customer engagement.

Key Roles & Responsibilities:
- Develop and implement long-term strategies to elevate contact centre performance in medical servicing.
- Leverage medical expertise to enhance customer interactions, ensuring the team is wellequipped with the latest healthcare knowledge by conducting training sessions.
- Define success metrics and KPIs that align contact centre SLAs with business objectives and industry best practices.




- Lead digital transformation initiatives to integrate AI and automation for seamless service delivery.
- Foster a customer-centric culture, emphasizing proactive issue resolution.
- Drive data-driven decision-making, leveraging analytics to optimize operational efficiency and customer satisfaction.
- Collaborate with cross-functional teams, including claims management, medical underwriting, and product innovation, to ensure holistic service delivery.
- Lead workforce planning and talent strategy, ensuring high levels of training, engagement, and retention among contact centre teams.
- Implement continuous improvement frameworks to refine customer journeys and optimize the resolution process.

Key Requirements – Education & Certificates:
- Must be a medical graduate i.e BDS, BPT, BHMS, BAMS, BUMS, etc

Key Requirements - Experience & Skills:
- A minimum of 5-8 years of experience in a call center workplace, prefer

📌 Manager Medical (Noida)
🏢 Mancraft Consulting
📍 Noida