Role Summary

Omega Multi-Specialty Hospital is building HALO, its patient acquisition and experience command-centre function, from the ground up. This role will be the operational second-in-command to the Head of HALO and will help build, stabilise and scale operations across patient acquisition, contact centre, CRM, voice/dialler technology, analytics, quality, people and omnichannel patient engagement.

Key Responsibilities

· Run daily inbound and outbound contact-centre operations.

· Support AI-first patient interaction, AI-initiated outbound follow-up and human escalation.

· Manage lead lifecycle from new lead through contact, qualification, appointment, follow-up, dormant and reactivation.

· Understand CRM and dialler backend reports, campaign/queue logic, dispositions and data reconciliation.

· Work with IT/vendors on IVR, ACD, DID, SIP/VoIP, dialler, CRM and integrations.

· Build daily/weekly/monthly MIS, dashboards and executive review packs.

· Analyse source performance, conversion, productivity, quality,



staffing and revenue-linked outcomes.

· Use advanced Excel to reconcile, model, analyse and present operational data.

· Manage Team Leaders/agents and coordinate QA, training, WFM, IT, marketing, finance and patient-facing functions.

· Drive coaching, adherence, productivity, performance management and engagement.

· Help establish SOPs, policies, escalation matrices, QA frameworks, dispositions and reporting governance.

· Support vendor SLA reviews, issue escalation and commercial discussions.

· Participate in testing, UAT, cutover and go-live of the current contact centre.

· Prepare management presentations for the Head, CEO, investors and senior stakeholders.

Pay: ₹116,667.00 - ₹166,667.00 per month

Benefits

- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund

Work Location: In person

📌 Manager / Senior Manager/ Gm/SGM — HALO Operations (Gachibowli)
🏢 MSR Health consultancy
📍 Gachibowli