Head Call Center Manager

Company Description

Maxivision Super Speciality Eye Hospitals is among India's leading eye care facilities, being the nation's first LASIK center since 1996. The hospital is well-regarded as a trusted brand in vision care, offering a comprehensive range of diagnostic and treatment services. With a presence across six Indian cities, Maxivision has successfully treated over 5 million eyes and performed nearly three lakh eye surgeries. The hospital is committed to providing quality care and advanced eye treatment through its highly skilled medical professionals.

Role Description

This is a full-time on-site role for a Head Call Center Manager located in Chennai. The Head Call Center Manager will oversee call center operations, ensure delivery of excellent customer support, and maintain high levels of service quality. Responsibilities include leading and managing the call center team, implementing and improving processes, monitoring performance and metrics, and addressing customer inquiries efficiently. This role is instrumental in ensuring a seamless and exceptional customer experience.

Qualifications

• Proven experience in call center management and team leadership.
• Strong organizational and problem-solving skills with an ability to handle large volumes of inquiries efficiently.
• Excellent communication and interpersonal skills to manage team dynamics and foster a collaborative work environment.
• Proficiency in data analysis, performance monitoring, and reporting to ensure service metrics are met.
• Customer service management skills, with a strong focus on delivering satisfaction and resolving concerns promptly.
• Ability to work under pressure and adapt to changing requirements in a fast-paced environment.
• Experience in the healthcare or eye care industry is an added advantage.
• Bachelor’s degree in Business Administration, Healthcare Management, or a related field. Relevant certifications are a plus.