— CALL CENTER MANAGER

ONUS Robotic Hospitals | Hyderabad

Employment Type: Full time

Role Overview

We are seeking a Call Center Manager to lead our patient communication and appointment-booking team. The role focuses on improving enquiry-to-appointment conversions, patient follow-ups, service quality and team performance.

Key Responsibilities

- Manage daily inbound and outbound calls, WhatsApp enquiries and digital leads.
- Recruit, train and supervise telecallers; manage rosters, targets and performance reviews.
- Ensure timely responses to enquiries, missed calls and callback requests.
- Improve appointment bookings and patient attendance through clear communication, reminders and follow-ups.
- Coordinate follow-ups for patients advised investigations, procedures or surgery with the relevant clinical and counselling teams.
- Maintain accurate CRM records, lead allocation, call outcomes and next follow-up dates.
- Coordinate with reception, doctors, billing and insurance teams to resolve patient queries.
- Audit calls and coach staff on empathy, communication, accuracy and complaint handling.
- Keep approved information on doctor availability, hospital services and packages updated.
- Monitor WhatsApp and automated follow-up workflows, ensuring timely handover to staff when needed.
- Protect patient confidentiality and ensure staff follow communication preferences and approved scripts.




- Submit daily, weekly and monthly performance reports to management.

Key Performance Indicators

- Enquiry response time and missed-call recovery.
- Lead-to-appointment conversion rate.
- Booked-to-visited conversion rate.
- Follow-up completion and CRM data accuracy.
- Call quality scores and patient satisfaction.
- Complaint resolution time.
- Team productivity and attendance.
- Admissions and revenue attributable to call center leads, tracked with the relevant teams.

Qualifications & Experience

- Graduate in any discipline; healthcare or management qualification preferred.
- At least 3 years of call center experience, including 1 year in a supervisory or managerial role.
- Hospital or healthcare contact center experience preferred.
- Working knowledge of CRM, telephony systems, WhatsApp communication platforms and Excel reporting.
- Strong leadership, analytical and problem-solving skills.
- Effective communication in Telugu, Hindi and English.

Compensation Based on experience, with performance-linked incentives as per hospital policy.

How to Apply

Submit your updated CV, current and expected salary, and notice period to the ONUS Robotic Hospitals HR team.

Pay: From ₹40,000.00 per month

Benefits

- Flexible schedule
- Paid sick time

Work Location: In person

📌 Call Center Manager (Champapet)
🏢 ONUS ROBOTIC HOSPITAL
📍 Champapet