Call Center Head

About Maxivision Eye Hospital:

Maxivision Eye Hospital is one of India leading eye care chains, delivering advanced ophthalmic treatments through innovation, technology, and excellence in patient service. With an expanding network of hospitals and clinics across India, we are committed to offering a seamless and empathetic patient experience.

Position Overview:

Head of Customer Care / Call Centre Operations

Key Responsibilities:

• Develop and implement a strategic roadmap for the call centre and customer care function aligned with business goals.
• Lead and manage call centre operations (inbound/outbound calls, lead conversion, patient coordination, feedback management, etc.).
• Drive customer satisfaction and retention through service excellence and process efficiency.
• Set up KPIs and SLAs for call performance, response times, lead conversions, and service quality.
• Implement CRM and call management systems to enhance tracking, reporting, and patient engagement.
• Work closely with marketing, operations, and clinical teams to ensure seamless patient communication.
• Monitor and analyze call data, patient feedback, and complaint trends to drive service improvements.
• Train, coach, and motivate the call centre and customer care teams to deliver high performance and empathy-driven service.
• Manage outsourcing partners (if applicable) to ensure compliance with Maxivisions service standards.
• Create escalation protocols for resolving complex patient issues promptly.
• Present regular reports and insights to the Chairman and leadership team on customer experience metrics, conversion ratios, and call centre efficiency.

Required Qualifications & Experience:

• Graduate / Postgraduate degree in Business Administration, Hospital Management, or related field.
• 1018 years of experience in managing call centre / customer service operations, preferably in

  healthcare, hospital, or service industries

  .
• Proven track record in leading large customer-facing teams and improving service delivery standards.
• Strong understanding of CRM systems, IVR, and call analytics tools.
• Excellent communication, interpersonal, and leadership skills.
• Ability to strategize, execute, and drive measurable outcomes in customer experience.

Key Skills & Competencies:

• Customer Experience Management
• Call Centre Operations
• Patient Relationship Management (PRM)
  Service Quality & Process Improvement
• CRM Implementation & Data Analytics
• Leadership & Team Development
• Strategic Planning & Execution
  

Industry:

Employment Type:

Contact Number : 9345696553

Mail ID : hr.tncorp1@maxivision.in