Call Centre Manager

Job Description – Call Centre Manager (CCM)

Position: Call Centre Manager (CCM)

No. of Position - 2

Salary - Negotiable

Department: Contact Centre / Customer Experience

Industry: Ayurveda Healthcare

Process: Inbound & Outbound

Location: DR Complex - Head Office

Reporting To: Senior Management / Business Head

Candidate Profile

• Experience: 8–12 years in BPO/Call Centre operations, preferably with 3+ years in a managerial role.
• Experience managing both Inbound and Outbound processes is mandatory.
• Experience in Sales, Healthcare, Wellness, Ayurveda, Pharmacy or similar industries will be preferred.
• Strong experience in team handling, sales management and revenue generation.
• Strong analytical and problem-solving skills.
• Good command of Hindi and English.
• Strong knowledge of CRM, Dialer, Excel/MIS and Call Centre dashboards.
• Ability to work in a high-volume, target-driven environment.

Core Competencies

• Call Centre Operations Management
• Sales & Revenue Management
• Patient/Customer Handling
• Team Leadership
• Performance Management
• Process & SOP Improvement
• Data Analysis & MIS
• Conflict & Escalation Management
• Coaching & Training
• Healthcare Customer Experience

Job Purpose

The Call Centre Manager will be responsible for managing the complete Inbound and Outbound Call Centre operations, with a strong focus on patient support, VOPD consultation bookings, medicine sales, revenue generation, customer experience and team performance.

The role requires managing the complete call centre team, ensuring achievement of sales, service, productivity, quality and customer satisfaction targets while maintaining strict adherence to healthcare processes and SOPs.

Key Responsibilities

1. Inbound Operations

• Manage inbound calls related to patient enquiries, Ayurveda treatments, VOPD, hospitals, clinics, therapies and medicines.
• Ensure effective patient handling, counselling and conversion.
• Monitor call abandonment, service levels, response time and customer satisfaction.
• Ensure proper identification of patient requirements and appropriate service/product recommendation.
• Handle escalations and critical customer issues.

2. Outbound Operations

• Manage outbound campaigns for VOPD consultations, medicine sales, patient follow-ups, webinars, camps, health programs and other business campaigns.
• Develop calling strategies to maximize conversion and revenue.
• Monitor agent-wise calling productivity, connect rate, conversion rate and revenue.
• Ensure systematic follow-up of leads and existing patients.

3. Sales & Revenue

• Take ownership of Call Centre revenue targets.
• Drive sales of Ayurvedic medicines and healthcare services, especially VOPD consultations.
• Establish daily, weekly and monthly sales targets for teams.
• Monitor conversion funnel from Lead → Connected → Counselling → Booking → Payment → Revenue.
• Identify opportunities for cross-selling and repeat sales while ensuring recommendations remain appropriate to the customer's requirement.

4. Team Management

• Manage Floor Managers, Team Leaders, Senior Executives and Call Centre Executives.
• Set individual and team-wise targets and KRAs.
• Conduct regular performance reviews and coaching sessions.
• Ensure proper manpower utilization and coordination with the WFM/MIS team.
• Participate in recruitment, training, performance management and attrition control.

5. Patient Experience & Service Quality

• Ensure patients receive professional, empathetic and accurate information.
• Implement quality monitoring and call audits.
• Ensure adherence to approved scripts, SOPs and escalation protocols.
• Monitor complaints, repeat issues and customer feedback.
• Ensure agents do not make unauthorized medical claims or provide medical advice beyond approved guidelines.

6. MIS, KPI & Performance Monitoring

Track and review key Call Centre metrics including:

• Calls Offered / Answered
• Abandonment Rate
• Average Handling Time (AHT)
• Service Level
• Agent Productivity
• Talk Time
• Conversion Rate
• VOPD Bookings
• Medicine Sales
• Revenue per Agent
• Revenue per Call
• Follow-up Conversion
• Quality Score
• Customer Satisfaction
• Complaint & Escalation Rate
• Attrition and Shrinkage

7. Process & SOP Management

• Develop and continuously improve Call Centre SOPs.
• Coordinate with Sales, Marketing, Hospital, Doctors, Pharmacy, IT, CRM and MIS teams.
• Ensure accurate CRM/Salesforce data entry and follow-up management.
• Identify process gaps and implement corrective actions.
• Ensure compliance with company policies and healthcare communication standards.