Neonatalcare And Research Institute Private Limit

Job Summary The Data Analyst will analyze call center performance, digital lead flow, and patient enquiry trends to support smooth 24/7 operations. This role ensures accurate tracking, monitoring, and conversion of leads generated through online platforms and inbound calls. The analyst will generate insights to improve patient experience, enhance lead conversion, reduce turnaround time (TAT), and support data-driven operational decisions. Key Responsibilities 1. Lead & Call Data Management Monitor and analyze incoming leads from digital platforms (website, Google Ads, Meta Ads, Practo, Eka, social media, chatbots, WhatsApp). Track 24/7 inbound and outbound call volumes, call handling duration, abandonment rate, and shift-wise performance. Ensure accurate lead tagging, categorization, and documentation in the CRM or hospital MIS. 2. Performance Reporting Prepare daily, weekly, and monthly reports on: Lead flow and source-wise performance Lead-to-appointment conversion Agent productivity (calls handled, TAT, response time) Missed/abandoned calls and call-back compliance Build dashboards to visualize real-time performance and operational gaps. 3. Lead Conversion & Quality Analysis Identify drop-offs, missed opportunities, and lead leakages. Analyze repeat callers, peak call slots, and high-load time windows. Provide insights to improve lead quality, response time, booking rate, and follow-up adherence. 4. Operational Support Coordinate with Call Center Supervisors on agent scheduling based on call trends. Offer insights to enhance 24/7 coverage and reduce patient waiting times. Improve workflow integration across digital team call center hospital units. 5. Collaboration Provide analytics support for marketing campaigns, new service launches, platform enhancements, and IVR updates. Support training teams with data on agent performance, common patient concerns, and call patterns. 6. Process Improvement & Automation Develop automated dashboards and reports to reduce manual work. Suggest improvements in call routing, CRM form structure, lead allocation logic, and follow-up processes. Ensure high accuracy and integrity of all call and lead data. 7. Compliance & Data Security Ensure adherence to patient confidentiality and data security guidelines. Maintain accuracy, reliability, and consistency in all reporting outputs. Qualifications & Skills Educational Qualification Bachelors or Masters degree in Data Analytics, IT, Statistics, Computer Science, or related field. Technical Skills Strong proficiency in Excel and Google Sheets (mandatory). Hands-on experience with CRM platforms (Eka, Salesforce, Zoho, HubSpot, or hospital MIS). Ability to work with visualization tools (Power BI / Tableau). Understanding of call center metrics, digital lead flow, and patient journey analytics. Basic SQL (preferred). Professional Skills Excellent analytical and problem-solving skills. Strong communication and coordination abilities. High attention to detail and ability to work in a fast-paced 24/7 setup. Ability to identify trends and present insights effectively. Experience 1 - 4 years of experience as a Data Analyst / MIS Executive, preferably in healthcare or call center operations. Experience in managing digital leads and working in shift-based environments is an advantage.