: Center Manager

Department: Clinical Operations, Administration & Center Management

Role: Center Manager – Multi-Center Operations

Reporting To: Management

Job Summary The centre manager is responsible for overseeing the overall operations, administration, client journey, therapist coordination, and facility management of two counselling centres.

The role involves managing the complete client journey, from initial enquiry and therapist matching to appointment scheduling, ongoing client engagement, and retention. In addition, the centre manager will ensure the smooth functioning, maintenance, cleanliness, infrastructure, and administrative operations of both centres.

The position requires frequent travel between the two centres to monitor daily operations, coordinate with therapists and staff, maintain service quality, and ensure consistent operational standards across locations.

The Center Manager will act as the key point of coordination between clients, therapists, internal teams, landlords, vendors, and management, ensuring a seamless, empathetic, professional, and well-organised counselling experience while supporting business growth and operational efficiency.

Key Roles & Responsibilities 1. Lead Management & Client Engagement

- Handle incoming enquiries through TeleCRM, landing pages, calls, WhatsApp, email, and other assigned channels.
- Conduct timely first-contact calls, understand client concerns and requirements, and maintain consistent follow-ups with new, warm, hot, and inactive leads.
- Explain the counselling process, available services, fees, and next steps clearly and professionally.
- Address client objections regarding fees, partner readiness, therapist suitability, availability, and online or in-person sessions.
- Guide interested clients towards suitable consultations and bookings through ethical, client-centred communication without pressure or guaranteed outcomes.

2. Therapist Matching & Appointment Coordination

- Recommend suitable therapists based on client concerns, expertise required, language preference, location, availability, and budget.
- Manage therapist calendars across both centres, schedule appointments, avoid scheduling conflicts, and coordinate bookings, payments, confirmations, cancellations, and rescheduling.
- Coordinate with therapists and the Counselling Coordination (TC) team regarding client requirements, pre-assessments, case handovers, and appointment changes.
- Ensure efficient utilisation of therapy rooms and therapist availability across both locations.
- Monitor appointment fulfilment and ensure smooth coordination between centres whenever required.

3. Client Retention & Therapy Continuity

- Follow up with existing clients for recurring bookings, session renewals, missed appointments, and continuity of therapy where appropriate.
- Understand client concerns or reluctance to continue and resolve administrative or scheduling barriers through empathetic communication.
- Support client re-engagement and minimise avoidable session drop-offs while respecting client choice and readiness.
- Escalate clinical concerns, complaints, or sensitive situations to the appropriate therapist or designated team.
- Ensure a positive and consistent client experience across both centres.

4. Therapist Performance & Clinical Operations

- Monitor operational metrics such as session completion, cancellations, no-shows, client retention, clinical hours, and booking fulfilment.
- Support therapists in tracking monthly clinical and professional goals through scheduling, reporting, and administrative coordination.
- Identify scheduling gaps, underutilised slots, and operational bottlenecks, and share relevant updates with management.
- Ensure therapists have the necessary administrative and operational support to deliver their services effectively.
- Monitor operational standards and service quality across both centres.

5. Centre Administration & Facilities Management

- Take overall responsibility for the day-to-day administrative and facilities management of both counselling centres.
- Ensure that both centres are clean, organised, hygienic, welcoming, and maintained to professional standards.
- Oversee the daily opening and closing of centres, ensuring that all necessary arrangements are completed.




- Ensure therapy rooms, reception areas, waiting areas, washrooms, and common spaces are properly maintained.
- Coordinate housekeeping, maintenance, security, internet, electricity, water supply, and other facility-related requirements.
- Monitor office supplies, stationery, pantry requirements, therapy materials, and other operational inventories.
- Coordinate with vendors, service providers, technicians, and maintenance personnel for timely resolution of facility-related issues.
- Ensure that all centres have the necessary infrastructure, equipment, furniture, and resources for smooth functioning.
- Monitor and maintain a pleasant, safe, and qualified environment for clients, therapists, and employees.
- Maintain records of facility expenses, maintenance activities, vendor payments, and administrative purchases.
- Identify operational or infrastructure-related issues and escalate them to management when required.

6. Landlord Coordination, Clinic Setup & Infrastructure

- Coordinate directly with landlords regarding rental arrangements, property maintenance, repairs, access, and other premises-related matters.
- Assist management in identifying and evaluating suitable locations for new clinics or additional centres whenever required.
- Coordinate site visits, property discussions, rental documentation, and handovers with landlords and management.
- Supervise and coordinate clinic setup activities, including furniture, interiors, electrical work, internet, signage, equipment, and other infrastructure requirements.
- Coordinate with the office setup supervisor, contractors, interior teams, and other relevant personnel to ensure timely completion of setup activities.
- Monitor the progress and quality of setup and renovation work and report updates to management.
- Ensure that new centres are operationally ready before commencing client services.
- Maintain proper documentation relating to rental agreements, property details, assets, maintenance, and facility-related expenses.

7. Multi-Center Operations & Travel Coordination

- Oversee the daily functioning of both assigned centres and ensure consistent operational standards across locations.
- Travel frequently between the two centres as required to supervise operations, support staff, coordinate with therapists, and address operational concerns.
- Ensure adequate staffing, administrative support, cleanliness, and facility readiness at both locations.
- Monitor the functioning of each centre through regular visits and operational reviews.
- Address location-specific challenges and ensure that neither centre faces avoidable operational disruptions.
- Coordinate therapist schedules, client appointments, resources, and administrative requirements between centres.
- Maintain effective communication with both centre teams and provide regular updates to management.
- Ensure continuity of operations when the centre manager is required to move between locations.

8. CRM, Documentation & Reporting

- Maintain accurate and up-to-date records in TeleCRM and other assigned systems, including lead status, call notes, follow-up dates, client requirements, appointment details, and conversion outcomes.
- Prepare daily, weekly, and monthly reports on lead activity, conversions, pending follow-ups, appointments, client retention, and operational performance.
- Monitor assigned KPIs and ensure timely, accurate documentation and reporting.
- Maintain center-wise operational reports, including attendance, therapist utilisation, facility expenses, maintenance, and administrative requirements.
- Track centre-related expenses and ensure adherence to approved budgets and administrative procedures.
- Maintain records of inventory, assets, vendors, maintenance schedules, and other administrative documentation.

9. Webinar & Internal Team Coordination

- Coordinate webinars, mental health workshops, and group meetings,



including registrations, scheduling, speaker coordination, technical arrangements, reminders, and post-event follow-ups.
- Collaborate with therapists, counselling coordination, sales, marketing, operations, and management to ensure smooth service delivery.
- Identify recurring client objections, conversion challenges, and process gaps, and recommend improvements to communication, CRM workflows, scheduling, and follow-up processes.
- Ensure effective communication and coordination between both centers and the central management team.

Key Performance Indicators (KPIs)

- Lead Management: Lead response time, number of leads contacted, and follow-up completion.
- Conversions: Lead-to-booking conversion rate and paid conversions.
- Appointment Management: Scheduling accuracy, booking fulfilment, and appointment coordination.
- Client Retention: Recurring bookings, therapy continuity, and reactivation of inactive leads.
- Therapist Operations: Therapist calendar utilisation, clinical hours, and operational performance tracking.
- Centre Operations: Smooth day-to-day functioning and operational readiness of both centres.
- Facilities Management: Cleanliness, maintenance, hygiene, infrastructure upkeep, and timely resolution of facility-related issues.
- Administrative Management: Inventory control, vendor coordination, expense tracking, and documentation accuracy.
- Multi-Centre Supervision: Regular centre visits, operational consistency, and effective coordination between locations.
- CRM & Reporting: CRM accuracy, reporting timeliness, and adherence to response SLAs.
- Client Experience: Client satisfaction, coordination quality, and service standards.
- Process Improvement: Identification and implementation of operational and administrative improvements.

Required Qualifications & Skills Education: Bachelor's or Master's degree in Business Administration, Healthcare Management, Psychology, Hospital Administration, or a related field.

Experience:

- Minimum 3 years of experience in administration, client engagement, operations, or center management.
- Experience in a counselling, mental health, healthcare, wellness, or service-based organisation is preferred.
- Experience managing office facilities, vendors, infrastructure, and multi-location operations will be an added advantage.

Communication:

- Excellent verbal and written English communication skills.
- Empathy, active listening, and conflict-resolution abilities.
- Strong interpersonal and stakeholder management skills.

Technical Skills:

- Proficiency in TeleCRM or similar CRM tools.
- Google Workspace/MS Office.
- Scheduling platforms and administrative management tools.
- Familiarity with approved AI tools.

Core Competencies:

- Strong organisational and multitasking abilities.
- Excellent follow-up discipline and client relationship management.
- Administrative and facilities management capabilities.
- Problem-solving and decision-making skills.
- Strong ownership and accountability.
- Attention to detail and confidentiality.
- Ability to coordinate multiple teams and locations.
- Flexibility and willingness to travel frequently between centers.
- Ability to work independently and manage competing priorities.

Role Outcome The Center Manager will be responsible for ensuring the smooth, efficient, and professional functioning of both counselling centers. The expected outcome is to deliver a timely, empathetic, and well-coordinated client experience from the first enquiry through booking and ongoing therapy engagement, while ensuring therapist efficiency, client retention, facility upkeep, administrative excellence, and operational consistency across both locations.

The Center Manager will serve as the single point of operational accountability for both centers, ensuring that the clinical, administrative, client management, and facility-related functions work together seamlessly to support organisational growth and service excellence.

Job Type: Full-time

Pay: Up to ₹35,000.00 per month

Application Question(s)

- Current Annual CTC ?
- Notice Period in days?

Education:
- Bachelor's (Required)

Experience:
- total work: 3 years (Required)
- Center Manager : 3 years (Required)

Willingness to travel:
- 100% (Required)

Work Location: In person

📌 Center Manager (Kolkata)
🏢 M u0026 M Fit Private
📍 Kolkata