Assistant Manager - Customer Experience

Role & responsibilities:

Operations Management

• Oversee day-to-day call center operations (inbound & outbound, with focus on outbound tele-sales for healthcare services).
• Ensure achievement of targets for patient acquisition, appointment bookings, package conversions, and revenue-linked KPIs.
• Manage capacity planning, rostering, and adherence to SLAs (Answering level, TAT, FCR, etc.).

People & Team Management

• Lead a team of tele-callers, team leaders, and QA staff.
• Conduct regular coaching, mentoring, and performance reviews.
• Drive motivation, reduce attrition, and ensure high engagement levels.

Quality & Compliance

• Implement and monitor call quality standards, audit frameworks, and compliance with healthcare communication protocols.
• Ensure all communication is empathetic, accurate, and aligned to patient confidentiality standards.
• Handle escalations with professionalism and resolution mindset.

Sales & Business Development Support

• Drive outbound tele-sales campaigns for consultations, health packages, maternity packages, fertility/IVF services, and vaccinations.
• Support cross-selling and up-selling initiatives to increase conversion rates.
• Monitor lead management (CRM/Excel/Reports) and ensure timely follow-ups.

Reporting & Analytics

• Prepare daily, weekly, and monthly MIS reports for leadership review.
• Analyze call data, conversion ratios, agent productivity, and campaign ROI.
• Use Excel and CRM systems for tracking, dashboards, and insights for process improvements.

Required Skills & Competencies:

• Strong knowledge of healthcare call center operations (hospital/clinic/FMCG healthcare preferred).
• Hands-on experience in outbound tele-sales and lead conversion.
• Excellent command over MS Excel (VLOOKUP, Pivot, Dashboards).
• Good understanding of Call quality parameters
• Ability to manage Tools Chatbot, CRM workflows, Dialer, Integrations
• Strong people management, communication, and leadership skills.
• Ability to handle pressure, multi-task, and deliver results in a fast-paced environment.
• Capable to present during reviews ro Sr mgmt., derive insights and suggest actionables.