Operation Manager

Job Title: Manager – Teleconsultation Operations

Work Mode: Work from Office

Timings: 11:00 AM to 8:00 PM

Job Summary:

We are seeking a level-headed, process-oriented Manager to oversee end-to-end teleconsultation operations across multiple projects. The role involves managing Doctors, Agents, and Quality Agents, ensuring operational efficiency, roster planning, MIS reporting, and high-quality service delivery. The ideal candidate should have experience in team leadership, call architecture/dialler operations, and a strong ability to coordinate across departments while maintaining a calm and professional approach with medical professionals.

Key Responsibilities:

Manage and lead teams of Doctors, Agents, and Quality Agents involved in teleconsultation services.

Oversee multiple teleconsultation projects, ensuring smooth daily operations and timely delivery.

Prepare and manage rosters, shift allocations, and leave schedules for doctors and agents.

Track and maintain MIS reports, call logs, and performance metrics across all teams.

Manage dialler architecture, monitor call flow, and coordinate with tech for smooth functioning.

Act as the first point of contact for escalations, addressing doctor or agent concerns professionally and calmly.

Ensure quality standards are maintained through performance reviews and feedback sessions.

Coordinate with HR, IT, and Operations for manpower planning, onboarding, and process alignment.

Identify process gaps and drive continuous improvement initiatives.

Assist senior management in recruitment planning, reporting, and project implementation.

Requirements:

3–6 years of experience in Operations / Team Management, preferably in Healthcare, Teleconsultation, or BPO environments.

Strong leadership skills with experience managing diverse teams (doctors, agents, quality).

Hands-on knowledge of Dialler systems, Call Architecture, and Workforce Management.

Excellent proficiency in Excel / Google Sheets / MIS reporting.

Strong interpersonal and coordination skills to work with medical professionals and support teams.

Calm, level-headed personality with ability to handle conflicts and maintain team harmony.

Graduate or Postgraduate (MBA / Healthcare Management preferred).

Preferred Skills:

Experience in teleconsultation or healthcare process management.

Analytical mindset with process improvement orientation.

Exposure to reporting dashboards and performance analysis.