BPO/Call Center (Head)

Job Description

The PRO Head will have end-to-end responsibility for managing the relationship with our Patient Relationship Officers (PRO) team Lead the development and implementation of a governance framework to enhance clarity, accountability and collaboration with the hierarchy team Establish clear communication channels, escalation protocols and forums to address both operational and strategic relationship issues effectively Drive alignment on priorities and ensure transparency in issue resolution across all levels. Develop and oversee mechanisms to monitor and report on call center operational performance, highlighting gaps, risks and opportunities for improvement Deliver transparent and actionable reporting to support performance management, enable continuous improvement, and inform strategic decision-making Define and formalize escalation protocols to ensure swift resolution of operational issues and alignment on priorities Lay the foundation for scalable, adaptable and service-oriented operations that align with evolving business needs Cultural and relationship management, promoting cultural understanding, trust-building and collaborative workshops to strengthen the partnership, ensuring PRO staff understand the company s culture, goals and operational standards. Your Skills and Expertise: Minimum graduation with Business Process Outsourcer/Call center related experience required 10+ years of experience in customer relationship management or operations leadership roles Ability to lead cross-functional teams and foster a collaborative, results-oriented culture Patient relationship process that to voice process like In/out bound and escalation calls Good communication skills with verbal and written in Telugu, English & Hindi languages Good Analytical Skills and decision making with escalation skills required for this position Preferred healthcare sector experience and immediately joining candidates for this position.