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Contact Centre Head - Customer Service - HealthTech

4.00 to 6.00 Years   Mumbai City   03 Feb, 2023
Macro Hire
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaSBU Head / CEO / Director
EmploymentTypeFull-time

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,

Keyskills :
business planningms officeresource planningcontact centertraining needsproblem solvingcustomer service

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