Job Summary
We are looking for an experienced Head – Telecalling to lead and manage the telecalling function for our IVF/Fertility centres. The candidate will be responsible for lead management, appointment generation, patient follow-up, conversion, team productivity and achievement of business targets.
The ideal candidate should have strong experience in healthcare/IVF telecalling, excellent team-management skills and a proven track record of improving lead-to-appointment and appointment-to-patient conversion.
Key ResponsibilitiesTeam Management
- Lead, manage and motivate the entire telecalling team.
- Set daily, weekly and monthly targets for telecallers.
- Monitor individual and team productivity.
- Conduct daily team huddles and performance reviews.
- Allocate leads effectively among team members.
- Identify underperforming employees and implement improvement plans.
- Conduct training, coaching and call-quality reviews.
- Coordinate recruitment and onboarding of telecalling staff with HR.
Lead Management
- Ensure all fresh leads are contacted within the defined turnaround time.
- Monitor proper allocation and follow-up of leads.
- Ensure no lead is left unattended.
- Monitor lead status and ensure accurate data entry.
- Track fresh leads, follow-ups, appointments, no-shows and postponed patients.
- Establish systematic follow-up processes for potential IVF patients.
- Ensure proper tagging and categorisation of IVF patients.
Appointment & Conversion Management
- Drive lead-to-appointment conversion.
- Improve appointment attendance and reduce no-shows.
- Monitor appointment-to-consultation conversion.
- Coordinate with front office and counselling teams to ensure smooth patient conversion.
- Identify reasons for non-conversion and develop corrective strategies.
- Monitor postponed patients and ensure timely follow-up.
- Escalate repeated postponements and high-potential leads to the appropriate team leader/management.
IVF Patient Follow-up
- Ensure proper follow-up of IVF enquiries.
- Track patients who have:
- Not booked an appointment
- Missed appointments
- Postponed consultation
- Completed consultation but not started treatment
- Deferred IVF treatment
- Develop structured follow-up schedules for different patient categories.
- Coordinate with IVF counsellors for high-potential patients.
Performance Monitoring
Monitor and analyse:
- Total leads received
- Calls attempted
- Connected calls
- Follow-ups completed
- Appointments booked
- Appointments attended
- No-shows
- Postponements
- Consultation conversions
- Counselling conversions
- IVF starts
- Lead-to-appointment conversion %
- Appointment-to-consultation conversion %
- Counselling-to-IVF conversion %
- Agent-wise productivity
- Centre-wise performance
MIS & Reporting
Prepare and submit:
Daily Reports
- Leads received
- Calls completed
- Appointments generated
- Pending follow-ups
- Agent performance
- Conversion status
Weekly Reports
- Team performance
- Centre-wise performance
- Conversion analysis
- Lost-lead analysis
- No-show analysis
- Agent productivity
- Corrective action plan
Monthly Reports
- Target vs achievement
- Lead source performance
- Agent-wise performance
- Conversion trends
- Revenue contribution
- Performance improvement plan
Quality & Call Monitoring
- Regularly listen to recorded/live calls where applicable.
- Evaluate communication quality, accuracy and patient handling.
- Ensure telecallers follow approved call scripts and SOPs.
- Identify gaps in patient communication.
- Conduct regular call-quality audits.
- Provide individual coaching and feedback.
- Ensure professional and empathetic communication with patients.
Marketing Coordination
- Coordinate with Digital Marketing and Marketing teams regarding lead generation.
- Analyse lead quality by source/campaign.
- Provide feedback on poor-quality or low-converting leads.
- Recommend changes to marketing campaigns based on telecalling data.
- Track campaign-wise appointment and conversion performance.
- Support marketing teams in improving lead quality.
Cross-Department Coordination
Work closely with:
- Marketing
- Digital Marketing
- IVF Counsellors
- Front Office
- Patient Relations/GRE
- Doctors
- Centre Managers
- Operations
- HR
- IT
Ensure smooth movement of patients from Lead → Appointment → Consultation → Counselling → IVF Treatment.
Training & Development
- Develop training programmes for telecallers.
- Train new employees on:
- IVF basics
- Calling techniques
- Patient communication
- Objection handling
- Appointment booking
- Follow-up techniques
- CRM/data entry
- Call etiquette
- Conduct regular refresher training.
- Develop objection-handling scripts and FAQs.
- Share successful calling practices across the team.
Required Qualifications
- Bachelor's degree in any discipline.
- MBA/PG Diploma in Marketing, Sales or Healthcare Management will be an advantage.
Experience
- 5–8 years of experience in telecalling / inside sales / healthcare sales.
- Experience managing a large telecalling team preferred.
- IVF/Fertility/Hospital experience will be strongly preferred.
- Proven experience in lead conversion and appointment generation is essential.
Required Skills
- Excellent communication skills.
- Strong leadership and people-management skills.
- Target-oriented approach.
- Strong follow-up and conversion skills.
- Good understanding of CRM/telecalling systems.
- Excellent analytical and reporting skills.
- Strong objection-handling ability.
- Coaching and team-development skills.
- Good knowledge of Excel/Google Sheets and MIS.
- Ability to work under pressure and meet deadlines
Pay: ₹40,000.00 - ₹50,000.00 per month
Work Location: In person
