Job Summary

Ecure Healthcare is seeking a proactive, customer-focused, and detail-oriented Operations Executive to manage telecalling, customer support, and day-to-day operational activities. The role involves making and receiving calls, communicating with customers in English and Hindi, addressing queries, following up on requests, maintaining accurate records, and supporting MIS reporting and payment-related processes. The ideal candidate will have strong communication and coordination skills, a skilled telephone manner, and working knowledge of Microsoft Office and Excel. Experience in healthcare or insurance operations, and familiarity with AI tools or automation, will be an added advantage.

Key Responsibilities

· Telecalling (Major Responsibility): Make outbound calls and handle inbound calls to communicate with customers, provide information, respond to queries, follow up on pending requests, and ensure timely resolution or escalation.

· Explain relevant services, processes, requirements, and next steps clearly and professionally to customers in English and Hindi.

· Conduct follow-up calls, maintain call records, update customer details, and document call outcomes accurately in the prescribed system or tracker.

· Handle customer inquiries, complaints, and requests with patience and professionalism, ensuring a positive customer experience.

· Coordinate with internal teams to resolve customer issues and follow up until closure, within defined timelines and service-level expectations.

· Maintain a professional telephone manner, active listening, and transparent communication throughout customer interactions.

· Prepare, maintain, and analyse daily, weekly, and monthly MIS reports, dashboards, call trackers, and operational reports.





· Track calling activity and service KPIs, such as call volume, follow-up status, query resolution, turnaround time, and pending cases, and share updates with management.

· Monitor payment processing, transaction records, and reconciliation activities; identify discrepancies and escalate exceptions where required.

· Use Microsoft Office and Excel for data entry, reporting, reconciliation, and tracking. Advanced Excel skills—including Pivot Tables, XLOOKUP/VLOOKUP, INDEX-MATCH, Power Query, charts, conditional formatting, and formulas—are preferred.

· Perform data-quality checks and maintain accurate, complete, and confidential customer, operational, and payment records.

· Identify repetitive manual tasks and support process improvements using AI tools or workflow automation where appropriate.

· Maintain process documentation, SOPs, call logs, and trackers, and collaborate with team members to improve customer service and operational efficiency.

Required Skills

· Fluency in spoken English and Hindi; transparent and professional telephone communication.

· Confidence and willingness to make and receive calls throughout the working day.

· Strong customer-handling, active-listening, follow-up, and complaint-resolution skills.

· Working knowledge of Microsoft Office; Excel and data-entry skills are important.





· Good coordination, organisation, and time-management skills.

· Attention to detail and ability to maintain accurate call logs, customer records, and reports.

· Analytical and problem-solving skills, with the ability to manage multiple tasks and meet deadlines.

· Professional, patient, and service-oriented approach.

Preferred / Added Advantage

· Experience in telecalling, customer care, contact centres, healthcare, or insurance operations.

· Hands-on experience with MIS reporting, payment processing, and reconciliation.

· Advanced Excel skills and experience working with dashboards or large datasets.

· Familiarity with AI-based tools, workflow automation, compliance, audit, or process controls.

Key Performance Indicators (KPIs)

· Calling productivity, call quality, and accuracy of call documentation.

· Timely follow-up and resolution of customer queries and complaints.

· Customer-service quality and adherence to defined SLAs.

· Accuracy and timeliness of MIS reports, trackers, and operational records.

· Payment-processing and reconciliation accuracy, where applicable.

· Data confidentiality, quality, and process compliance.

· Improvements in productivity, customer experience, and operational efficiency.

Education & Experience

Graduate in any discipline. Candidates with qualifications in Business Administration, Finance, Operations, IT, or related fields will be preferred. Candidates with 1–3 years of relevant experience are preferred. Experience in telecalling or customer service is an advantage.

Work Location

In person

Pay: ₹16,000.00 - ₹20,000.00 per month

Work Location: In person

📌 Operations Executive (Varanasi)
🏢 ECURE Healthcare
📍 Varanasi