Customer Experience Manager

Location:

Industry:

Experience:

Mail your resumes to jobs@blissfertility.in

About the Role

Customer Experience Manager

how conversations shape trust

Key ResponsibilitiesTeam Leadership & Management

• Manage and lead a centralized telecalling team of

  5–6 agents

  .
• Ensure smooth daily operations, shift planning, and call coverage.
• Act as the primary point of contact for team performance and discipline.

Call Quality & Experience

• Monitor IVR call recordings and evaluate call quality.
• Train agents on

  soft skills, empathy, tone, and patient-first communication

  .
• Ensure all conversations align with

  Bliss brand tone and values

  .

Training & Mentorship

• Conduct regular training sessions and one-on-one coaching.
• Create, maintain, and enforce

  call scripts and SOPs

  .
• Identify skill gaps and continuously upskill the team.

CRM & IVR Management

• Ensure proper usage of

  CRM systems

  for lead tracking, notes, and follow-ups.
• Work closely with the tech team to manage

  IVR flows, auto-calls, and routing logic

  .
• Monitor missed calls, callbacks, and lead closures.

Conversion & Performance

• Improve appointment booking and walk-in conversion rates.
• Track key performance metrics (call quality, response time, follow-ups).
• Share regular reports and insights with management.

Cross-Team Coordination

• Coordinate with doctors, branch teams, and management to align communication.
• Provide feedback from calls to improve processes and patient experience.

Required Skills & Experience

• Minimum 5 years of experience

  in BPO, telecalling, or contact center roles.
• Proven experience managing a

  team of at least 5–6 members

  .
• Strong knowledge of

  CRM systems

  and

  IVR / calling platforms

  .
• Excellent communication skills in

  Malayalam and English

  .
• Ability to handle sensitive conversations with empathy and calmness.
• Strong leadership, coaching, and people management skills.

Preferred Qualifications (Nice to Have)

• Prior experience in

  healthcare, IVF, or hospital environments

  .
• Experience in

  quality assurance or training roles

  .
• Familiarity with WhatsApp calling, auto-calling, and centralized support setups.

Why Join Bliss

• Be part of a growing healthcare brand focused on

  care-first experiences

  .
• Play a key role in shaping how thousands of people interact with Bliss.
• Opportunity to build and scale a

  centralized care team

  .
• Leadership role with real impact on trust, conversion, and outcomes.

Reporting To

Senior Management / Operations Head