Urgent Opening For Call Centre Senior Manager

8 - 13 Years
Hyderabad

Job Description

Role description


Call Centre Operations :


- Manage the outsourced and coordinate with the unit call centres, deliver KPIs such as service levels and revenues

- Ensure SLA and TAT adherence and perform necessary audits

- Manage, calibrate, align the lead nurturing process through the lead management / CRM and telephony software

- Recruit, train, motivate call centre teams

- Responsible for maintaining and reporting KPIs, analysis and management information systems

- Coordinate with cross functional department, hospital teams etc to.


Customer Excellence:


- Support the HOD in delivering Customer Excellence initiatives

- Work with the hospital units and deliver NPS, PSI and CSMM scores

- Positively impact customer experience across the customer journey

- Track, coordinate and manage customer complaints and reputation management as per the company strategy

- Responsible for maintaining and reporting KPIs, analysis and management information systems


Requirements:


- Well versed with Call Centre process and technology. Telephony, LMS, CRM, automation etc

- Should have high levels of customer orientation and understanding of CSMM

- Should be able to manage sales pressure and should be open to face changes and challenges since the environment is dynamic

- Self-starter and a go getter with excellent analytical and communication skills

- Hand on with MS office for MIS, analysis , reporting etc

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Education-

Doctorate:Doctorate Not Required

Company Profile

Ravindranath GE Medical Associates Private Limited (Global Hospitals)

Global Hospitals Group is one of the fast growing chains of multi super specialty tertiary & quaternary care Hospitals in India offering healthcare services of international standards. Conferred with many prestigious Health Care excellence awards and recognized as the most promising Healthcare chain in India, Global Hospitals Group, with over 2000 beds, has world class hospitals strategically located in the metro cities of Chennai, Bangalore, Hyderabad & Mumbai.
View Contact Details+

Recruiter Name:Yogita Morajkar

Contact Company:Ravindranath GE Medical Associates Private Limited (Global Hospitals)

Telephone:6304061143

Email :yogita.morajkar@globalhospitalsindia.com

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Salary

Not Disclosed by Recruiter

Role Category

Operations

Role

Operations Manager

Employment Type

Full Time, Permanent