Sr. Manager-Call Centre (MAX@Home)

Max Healthcare

10 - 15 years

12 - 14 Lacs

gurugram

Posted:1 day ago| Platform:

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Skills Required

command center operations team handling service delivery

Work Mode

Work from Office

Job Type

Full Time

Job Description

The role requires someone who can drive conversions, improve call quality, manage omnichannel integrations, and enhance overall operational efficiency.

Core Responsibilities

Understanding and knowledge of Healthcare Domain
Lead end-to-end call centre operations (inbound + outbound)
Drive conversions, productivity, customer experience and call quality
Manage teams, workforce planning, queue performance and escalations
Implement SOPs, QA standards, compliance and process efficiency

Technical & System Expertise

Strong understanding of advanced telephony platforms and dialer types (predictive / progressive / preview / power)
Knowledge of IVR routing, skill mapping, call flows and performance monitoring
Familiarity with CRM integration, API workflows and omnichannel setups (WhatsApp, Chat, Email, Social)
Understanding of new age solutions
Exposure to AI-driven tools (speech analytics, auto QA, predictive allocation)
Ability to implement automation for follow-ups, reporting, tracking and insights

Analytics & Metrics Understanding

Well-versed with key call centre KPIs:, AHT Average Handle Time, ASA – Average Speed of Answer, FCR – First Call Resolution
Call Quality Score & Conversion ratio
Ability to analyse data and generate actionable MIS dashboards
Expert in Excel and PPT

Experience & Background

10–12 years call centre leadership experience (preferred Healthcare/ Call centre domain)
Experience managing sales + service environments + team
Strong communication, problem-solving, data-driven mindset
Stakeholder coordination with Sales, IT, Sales and Marketing, Operations, QA, HR & Training.

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