Backend Communication Specialist

Backend Communication Specialist – CSC Program

Role Overview

Key Roles & Responsibilities

1. CSC Communication & Engagement

• Own all backend communication to CSCs across the four states.
• Develop and execute a structured communication strategy to ensure regular engagement with CSCs.
• Prepare a monthly CSC communication calendar in close coordination with the CSC Program Manager.
• Ensure all scheme-related communication reaches CSCs and Team Leads within the defined timelines.
• Manage communication through multiple channels such as WhatsApp, SMS, calls, and other digital platforms.

2. Content & Communication Development

• Work closely with the Brand/Content team to develop engaging communication for the CSC channel.
• Coordinate the development of videos, static creatives, carousels, and other digital content.
• Develop Point-of-Sale (POS) materials such as:
  • Leaflets
  • Posters
  • Banners
  • Buntings
  • Other CSC-facing communication materials
• Coordinate with the Brand team for development and ensure timely deployment through Team Leads and District Coordinators.

3. Telecalling Unit Management

• Manage and oversee the CSC telecalling unit.
• Maintain a benchmark of approximately 2–3 telecallers for every 500 CSCs.
• Establish daily calling plans and monitor telecaller productivity.
• Ensure regular communication and engagement with CSCs through the telecalling team.
• Drive telecalling activities with a clear focus on CSC activation and business output.

4. Active CSC Growth

• Take ownership of increasing and maintaining the number of active CSCs across the four states.
• Maintain a minimum 75% active CSC benchmark through regular engagement and follow-up.
• Analyse inactive CSCs and develop targeted engagement plans to reactivate them.
• Work closely with DCs and TLs to identify gaps and improve CSC productivity.

5. Technology & Issue Resolution

• Coordinate with the Technology team to resolve issues related to the Engage App and ensure smooth CSC operations.
• Track recurring technology issues and ensure timely closure.
• Coordinate with the Aggregation and Technology teams to resolve doctor consultation-related issues faced by CSCs.
• Ensure effective communication of solutions and process updates to CSCs and field teams.

6. MIS & Performance Monitoring

• Track daily and monthly communication and engagement metrics.
• Monitor telecalling productivity, CSC activation, engagement, and business output.
• Prepare regular MIS and performance reports for the CSC Program Manager.
• Identify key gaps and recommend corrective actions to improve CSC engagement and activation.

Candidate Profile

• MBA with 6–8 years of relevant experience in backend communication, channel engagement, sales support, or program management.
• Proficient in English, Hindi, and Odia.
• Strong understanding of communication channels such as WhatsApp, SMS, calling, and digital communication platforms.
• Good understanding of mobile app workflows and the ability to coordinate with technology teams for issue resolution.
• Prior experience in managing a telecalling team/unit with a focus on engagement and business outcomes.
• Strong communication, coordination, analytical, and execution skills.
• Ability to manage multiple stakeholders across four states.
• Strong ownership and ability to work in a fast-paced, target-oriented environment.

Preferred Industries

• Telecom
• Healthcare / Hospitals
• Insurance
• Digital/Fintech or other distribution-led businesses