Position: GM/AVP Customer Service & Operations

Location: Delhi

Department: Operations & Customer Experience

Position Overview:

We are seeking a dynamic and experienced leader to join our team as the Head of Customer Service at DocOnline. This senior role will be instrumental in shaping and enhancing the end-to-end customer experience across our Inbound & Outbound Call Centre and all consumer touchpoints, including physical branches. The ideal candidate will lead a high performing team, drive operational efficiency, and implement strategies to improve customer satisfaction, branch service standards, and service-led sales conversions.

Key Responsibilities:

- Leadership & Team Management:

- Provide strategic leadership to the customer service and branch operations teams.
- Build and manage a culture of performance, accountability, and continuous learning.
- Hire, train, and develop team members to drive excellence in customer interactions.
- Set and monitor KPIs for call centre, regional branches, and backend service operations.

- Customer Experience Management:

- Own the customer journey across all service channels: inbound calls, walk-ins, digital, and backend support.
- Develop strategies to improve CSAT, NPS, First Contact Resolution (FCR), and Average Handling Time (AHT).
- Identify service gaps and implement improvements to ensure seamless and consistent customer experiences.

- Operations & Process Optimization:

- Lead initiatives to optimize internal processes and eliminate inefficiencies across the service ecosystem.
- Collaborate with internal stakeholders to streamline call flow, escalation handling, and ticketing systems.
- Utilize data insights to enhance workflows and track key performance indicators across call centre and branches.

- Technology & CRM Integration:

- Work closely with IT to identify and implement CRM tools, IVRs, and AI-based service solutions.
- Ensure smooth integration of customer service platforms with core operations.
- Drive automation and self-service initiatives to reduce dependency on manual intervention.

- Branch & Territory Service Oversight:

- Lead multi-location branch service teams,



aligning them with the overall customer service vision.
- Standardize service protocols and performance measures across branches.
- Support sales enablement through service by training staff on service-to-sales interactions and upselling opportunities.

- Quality Control & Feedback Systems:

- Define and enforce quality assurance standards across customer service teams.
- Roll out audits, call monitoring, and service feedback mechanisms to continuously raise service benchmarks.
- Conduct regular coaching sessions and refreshers to improve service delivery.

Qualifications:

- 10–15 years of progressive experience in customer service leadership, preferably in digital healthcare, BFSI, telecom, or services sectors.
- Proven expertise in managing large-scale call centre operations and branch networks.
- Hands-on experience with CRM platforms, call analytics, and ticketing systems.
- Strategic mindset with a solid focus on metrics, customer outcomes, and cross functional collaboration.
- Strong interpersonal and communication skills with an ability to work across levels and geographies.
- Experience in driving service-led sales, especially in B2C environments, is highly desirable.

Key Metrics to Drive:

- Net Promoter Score (NPS) – Gauge customer loyalty and overall experience.
- Customer Satisfaction (CSAT) – Measure customer feedback post-interaction.
- Customer Effort Score (CES) – Assess ease of service interaction.
- First Contact Resolution (FCR) – Track issues resolved in the first interaction.
- Average Handling Time (AHT) – Optimize call time without compromising quality.
- Call Abandonment & Escalation Rate – Monitor dropped calls and unresolved escalations.
- Service Level Adherence (SLA Compliance)



– Ensure timely response and resolution across touchpoints.
- Ticket Closure Turnaround Time (TAT) – Measure operational agility in resolving issues.
- Agent Utilization & Occupancy Rate – Improve efficiency and productivity of call centre staff.
- CRM Adoption Rate (Branch + Contact Centre) – Ensure all leads, queries, and follow-ups are logged and tracked effectively.
- CRM Hygiene & Data Accuracy Score – Track proper tagging, closure, and documentation of all customer records.
- Branch-wise Service & Sales Performance – Analyze branch productivity, service quality, and contribution to revenue.
- Walk-in to Resolution Time (Branch TAT) – Optimize branch turnaround and service delivery time.
- Cross-sell/Upsell % via Service Channels – Convert inbound service queries into revenue opportunities.
- Inbound vs. Outbound Call Volume Ratio – Maintain optimal call mix for efficiency and engagement.
- Repeat Interaction Ratio – Track recurrence of unresolved or follow-up queries.
- Customer Query to Fulfilment Conversion % – Ensure closure from initiation to outcome.
- Internal Transfer & Manual Escalation Ratio – Reduce non-value-adding transfers and touchpoints.
- Automation vs Manual Process Efficiency – Drive digital adoption and eliminate redundancy.
- Cost per Resolution / Contact – Optimize cost-effectiveness without compromising service quality.
- Referral Generation via Service – Leverage customer delight for brand advocacy.
- Churn Reduction Post-Service % – Retain customers through prompt, empathetic resolutions.
- Sales Through Service Closure % – Measure service-driven revenue contribution.
- Process SLA Breach Rate – Identify failure points and drive compliance.
- Customer Experience Index (composite metric) – Overall measurement of service perception and delivery.

DocOnline is committed to transforming digital healthcare access for millions. If you are passionate about building customer-first cultures, improving service efficiency, and scaling branch-based service excellence, we welcome you to apply.

📌 GM/AVP Customer Service & Operations (Delhi)
🏢 DocOnline
📍 Delhi