Senior Executive Call Centre

Job posting for Senior Executive Call Centre

Location : Pune, Maharashtra Type : Full-time, Leadership role

We are a reputed Eye Care Hospital committed to clinical excellence, community service innovation and patient centred care. With state-of-the-art infrastructure and dedicated team we are expanding our impact and looking for dynamic leadership to take us to the next level.

The Senior Call Centre Executive in an NGO eye hospital is a vital role, bridging the gap between management and the frontline call center team. This person is responsible for not only handling complex patient interactions but also for building a strong, efficient, and empathetic team that upholds the hospital's mission. Their role is to establish best practices and ensure the smooth functioning of the call center, which is a critical point of contact for patients seeking eye care.

Key Responsibilities

The responsibilities of a Senior Call Centre Executive are two-fold: hands-on operations and team leadership.

• Process Establishment and Improvement: The senior executive is responsible for creating and standardizing call center processes. This includes developing scripts for common patient inquiries (e.g., appointment booking, service information, post-operative care), defining protocols for handling difficult calls or emergencies, and establishing a system for tracking patient feedback and follow-ups.
• Team Leadership and Training: This is a core function of the role. The senior executive must train new call center executives on all aspects of their job, from technical skills (using patient management software, phone systems) to soft skills (empathy, patience, active listening). They also provide ongoing coaching, conduct performance reviews, and motivate the team to meet service targets and quality standards.
• Quality Assurance and Monitoring: The senior executive monitors call quality to ensure that all team members are adhering to established protocols and providing excellent patient service. They analyze call data to identify trends, pinpoint areas for improvement, and implement solutions. This also includes handling escalated calls and resolving complex patient issues that the junior executives cannot.
• Patient Database Management: They oversee the maintenance and accuracy of the patient database. This includes ensuring that patient information is handled with the utmost confidentiality and that all data entry and record-keeping procedures are followed correctly, in compliance with healthcare regulations.
• Reporting and Analysis: The senior executive prepares reports on team performance, call volumes, first-call resolution rates, and patient satisfaction. They present these reports to senior management to provide insights into operational efficiency and patient feedback.
• Inter-Departmental Coordination: They act as a liaison between the call center and other hospital departments (e.g., appointments, outreach, medical records) to ensure seamless communication and a cohesive patient experience.

Eligibility

The eligibility for a Senior Call Centre Executive is based on a mix of experience, educational background, and specific skills.

• Education: A bachelor's degree in any field is typically required. A degree in a relevant field like Business Administration, Communications, or Healthcare Administration is a plus.
• Experience: Candidates should have a minimum of 3-5 years of experience in a call center or customer service environment. A significant portion of this experience should be in the healthcare sector. Prior experience in a supervisory, team lead, or training role is highly essential.

Skills and Competencies:

• Leadership and Mentorship: A proven ability to lead, mentor, and motivate a team of young professionals is critical.
• Communication: Exceptional verbal and written communication skills in both English and local languages are a must, given the diverse patient base in India.
• Problem-Solving: Strong analytical and problem-solving skills to address operational challenges and resolve complex patient issues effectively.
• Technical Proficiency: Advanced knowledge of call center software, patient management systems, and a high level of proficiency with Microsoft Office Suite.
• Empathy and Patience: A deep sense of empathy and patience, particularly when dealing with patients who may be anxious, elderly, or visually impaired.
• Organizational Skills: Excellent organizational skills to manage schedules, training plans, and call center metrics.
• Ethical Conduct: A strong commitment to ethical conduct and patient confidentiality, which is paramount in a healthcare setting.

Why join us ?

Opportunity to lead a prestigious institution serving thousands of patients annually. Work with passionate team focused on eye health equity and innovation. Competitive salary commensurate with industry standards.

Send your CV to jobs@hvdeh.org with copy to hr@purplesquirrelstrategists.com

Deadline : 22-September-2025 Interviews planned last week of September 2025

Job Type: Full-time

Language:

• Hindi (Preferred)

Work Location: In person