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 Karnataka
🏢 Rhea Healthcare
📍 Karnataka