Call Center Head - Retail Pharmacy

Job Title: Call Center Head Retail Pharmacy

Location: Surat, Gujarat

Experience: 8-15 Years (preferably in healthcare or retail pharmacy call centers)

Reports To: Regional Operations Head / Business Head

Role Overview:

The Call Center Head will lead and manage the retail pharmacy call center operations in Surat, ensuring world-class customer service, efficient handling of inquiries, prescription support, and operational excellence. This role requires strong leadership, strategic planning, and performance management to maximize customer satisfaction and support business growth.

Key Responsibilities:

• Lead the overall day-to-day operation of the retail pharmacy call center to ensure timely and accurate customer support and service delivery.
• Develop and implement strategies to improve call center efficiency, reduce wait times, and enhance customer experience.
• Manage team recruitment, training, coaching, and performance evaluations to develop a highly skilled and motivated call center staff.
• Oversee call volume management, scheduling, and resource planning to meet business demands.
• Monitor key performance indicators (KPIs) such as call resolution rates, customer satisfaction scores, average handling time, and call abandonment rates.
• Collaborate with pharmacy operations, marketing, IT, and sales teams to align call center processes with business goals.
• Handle escalated customer complaints and complex inquiries with professionalism and timely resolution.
• Analyze call center data and prepare reports for senior management to drive continuous improvement.
• Ensure compliance with regulatory requirements related to healthcare and patient data confidentiality.
• Manage budget and cost control for call center operations.

Qualifications & Skills:

• Bachelors degree or higher; specialization in healthcare management, business administration, or related field is a plus.
• 8-15 years of experience in managing call center operations, preferably in retail pharmacy, healthcare, or related sectors.
• Proven leadership skills with the ability to motivate, guide, and develop large teams.
• Strong knowledge of call center technologies, CRM systems, and telephony platforms.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to work under pressure in a high-volume environment.
• Familiarity with healthcare regulations and pharmacy operational processes is advantageous.
• Proficiency in MS Office Suite and call center analytics tools.

Key Attributes:

• Results-oriented leader with a customer-first approach.
• Strong analytical and strategic thinking abilities.
• Effective decision-maker with a proactive problem-solving mindset.
• Ability to foster a collaborative and high-performance team culture.