1. Strategic Oversight & Team Leadership

- Lead and manage the PCC team to ensure seamless inbound and outbound call handling, query resolution, and lead conversions.
- Build a high-performing, empathetic team culture aligned with organization's values.
- Oversee team scheduling, performance reviews, skill development, and conflict resolution.
- Drive a continuous learning culture through coaching, training, and quality audits.

2. Lead & Call Handling Governance

- Ensure all client calls, emails, and messages are handled with professionalism and within defined SLAs.
- Oversee accurate registration of Leads in the CRM and ensure timely routing to respective business heads.
- Monitor lead progress, ensure task completion, and troubleshoot escalations or delays.
- Regularly review call quality, SLAs, and lead outcomes.

3. Data Management & Reporting

- Own the PCC data dash board track volume, conversion, lead sources, and agent performance.
- Lead regular data audits and ensure CRM hygiene.
- Provide actionable insights and performance summaries to management.
- Identify process gaps and collaborate cross-functionally to implement improvements.

4. Customer Experience & Engagement

- Set the standard for a courteous, respectful, and solutions-oriented customer experience.
- Ensure consistency and empathy across every touchpoint in patient communication.
- Monitor feedback loops and drive initiatives that enhance the caller experience.

5. Process, Compliance & Technology

- Ensure full compliance with internal communication protocols, CRM processes, and patient data confidentiality.
- Collaborate with IT to raise tech issues, improve CRM utility, and upgrade digital tools.
- Stay updated with company policies, offerings, and FAQs to guide the team.

6. Stakeholder Management





- Collaborate closely with Business Heads, Marketing, HR, and other departments to align call centre activities with strategic priorities.
- Support marketing campaigns through lead tracking and call-to-action performance.
- Represent the PCC team in inter-departmental reviews and strategic planning meetings.

7. Values Alignment

All employees are expected to demonstrate and uphold the organizations core values of Excellence, Professionalism, Integrity, and Compassion (EPIC) in every aspect of their work. This includes striving for the highest standards of service, conducting oneself with dignity and accountability, maintaining honesty and fairness in all interactions, and showing empathy and care toward residents, colleagues, and partners. -make this for a leadership role

Work Complexities:

- Managing high call volumes while ensuring quality and personalization
- Balancing real-time operational pressures with long-term process improvements
- Maintaining consistency and motivation across a growing, customer-facing team
- Ensuring data accuracy and reporting integrity amidst energetic information flow.

Profile Knowledge & Experience:

- Graduate/Postgraduate in any discipline; specialization in marketing, operations, or healthcare is a plus.
- 812 years of experience in call centre management, preferably in healthcare, BPO, or customer service.
- Familiarity with CRM tools, lead management systems, and data reporting dashboards
- Proven experience in leading high-volume, high-sensitivity customer teams
- Conduct regular call audits for the PCC and Operations teams and share feedback.
- Train the PCC and Operations teams based on insights from the call audit findings.
- Perform TAT analysis and other operational data analyses for the PCC and Operations teams to identify improvement opportunities.

📌 Manager - Patient Care Counselling (Bengaluru)
🏢 Lifebridge Group
📍 Bengaluru