Job Summary

Operations management: Oversee day-to-day call center operations (inbound outbound, with focus on outbound tele-sales for healthcare services). Ensure achievement of targets for patient acquisition, appointment bookings, package conversions, and revenue-linked KPIs.

Responsibilities

- Oversee day-to-day call center operations (inbound outbound, with focus on outbound tele-sales for healthcare services).

- Ensure achievement of targets for patient acquisition, appointment bookings, package conversions, and revenue-linked KPIs.

- Manage capacity planning, rostering, and adherence to SLAs (Answering level, TAT, FCR, etc.).

- Lead a team of tele-callers, team leaders, and QA staff.

- Conduct regular coaching, mentoring, and performance reviews.

- Drive motivation, reduce attrition, and ensure high engagement levels.

- Implement and monitor call quality standards, audit frameworks, and compliance with healthcare communication protocols.

- Ensure all communication is empathetic, accurate, and aligned to patient confidentiality standards.

- Handle escalations with professionalism and resolution mindset.





- Drive outbound tele-sales campaigns for consultations, health packages, maternity packages, fertility/IVF services, and vaccinations.

- Support cross-selling and up-selling initiatives to increase conversion rates.

- Monitor lead management (CRM/Excel/Reports) and ensure timely follow-ups.

- Prepare daily, weekly, and monthly MIS reports for leadership review.

- Analyze call data, conversion ratios, agent productivity, and campaign ROI.

- Use Excel and CRM systems for tracking, dashboards, and insights for process improvements.

Required Skills Competencies

- Healthcare call center operations knowledge (hospital/clinic/FMCG healthcare preferred).

- Outbound tele-sales and lead conversion experience.

- MS Excel (VLOOKUP, Pivot, Dashboards).

- Call quality parameters understanding.

- CRM workflows.

- Chatbot tools.

- Dialer integrations.

- People management and leadership skills.

- Presenting to senior management.

📌 Deputy Manager - Customer Experience (Bengaluru)
🏢 Rhea Healthcare
📍 Bengaluru