Contact Centre Head - Customer Service - HealthTech

Job description :

Our client is a medically endorsed lifestyle brand that offers a range of ergonomically designed products that cater to our daily spine needs. Launching a new range of products in India followed by the global market in 6 months, The company aims to target the Billion-dollar market with a unique offering meeting style and clinically sound products. All of this enables tremendous experience, global exposure, and wealth generation in a short time for a dynamic, out-of-the-box thinker.

Role : Call Centre Head

Responsibilities :

- Business planning for the financial year

- Develop objectives for the call centers day-to-day activities

- Consistently improve Lead to First Consults conversions at Contact Center by identifying gaps in processes, policies, and systems and providing solutions

- Work with the marketing team to generate quality leads through regular observations and feedback

- Conduct effective resource planning to maximize the productivity of resources

- Screen, hire, and coach new personnel joining the team

- Collect and analyze call-center data and prepare reports

- Evaluate the monthly performance of the team with key metrics

- Analyse training needs and conduct appropriate training for the team

- Coach and mentor the Patient Advisors (Customer care executives) by evaluating the gaps

- Implement appropriate strategies and initiatives to improve the efficiency of the process

- Conduct audits for quality checks, share best practices and feedback

- Ensuring adherence to the process.

- Coordinating with ancillary function.

Requirements :

- 8-10 years experience, minimum 4 years as a call center manager or similar position

- Experience in customer service is required

- Bring insight into the team/business, especially in a multicultural and multi-location environment

- Comfortable working with ambiguity and ability to work in a fast-paced environment

- Strong solutions focus and comfortable working in an environment that demands strong deliverables.

- Ability to identify problems and drive appropriate solutions

- Knowledge of performance evaluation and customer service metrics

- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

- Proficient in MS Office and call center equipment/software programs

- Outstanding communication and interpersonal skills

- Excellent organizational and leadership skills with a problem-solving ability