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 ca

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