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Narayana Health (NH)
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Inbound Manager-Contact Center Operations

Inbound Manager-Contact Center Operations

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Narayana Health (NH)

7 - 12 years

8 - 12 Lacs

Bengaluru

Posted:2 months ago| Platform:

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Skills Required

Conversions Contact Center Operations CPA Day To Day Operations Outbound Call Center Operations Bpo Operations Contact Center Management Inbound Calls SLA Salesforce CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary The Operations Manager is responsible for the strategic and operational oversight of both toll-free and digital channels. This role focuses on unit-wise performance analysis, identifying process improvement opportunities, and ensuring escalation closures and protocol compliance. Focus Areas Performance analytics, process improvements, forecasting, and coordination Key Responsibilities Track and report unit-wise conversion and non-conversion KPIs. Lead non-conversion cohort initiatives and performance drives. Identify process gaps and provide actionable improvement suggestions. Manage forecasting across toll-free and digital teams. Ensure high-quality standards in all interactions. Act as master calibrator across toll-free and digital. Close escalation plans at the unit level effectively. Drive CPA analysis across zones. Manage opportunity and case workflows. Monitor adherence to tagging protocols across cohorts. Reduction of Unit transfers Skills & Qualifications Bachelors degree in business administration, Operations Management, or a related field (preferred). Minimum 7–10 years of experience in contact centre operations with at least 2 years in a managerial role Inbound & Outbound Contact centre Operations Strong understanding of contact centre technologies, tools, and metrics Excellent leadership, communication, and interpersonal skills Ability to handle high-pressure environments and manage multiple priorities Data-driven decision-making and analytical skills Experience with CRM, ACD, WFM tools (e.g., Salesforce, Genesys, NICE, Avaya) is a plus Strong analytical and operational management skills. Expertise in escalation and case management.

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Inbound Manager-Contact Center Operations