Assistant Manager Call Center Operations
Location: Bangalore, Hebbal
Salary: Up to 9 LPA
Experience: 8+ Years in Call Center Operations (Minimum 4 Years in Team Handling/Supervisory Role)
Industry Preference: Healthcare / IVF / Outbound Tele-Sales
Key Responsibilities
- Manage day-to-day inbound and outbound call center operations.
- Drive patient acquisition, appointment bookings, lead conversions, and package sales.
- Lead, coach, and monitor tele-calling teams to achieve business targets.
- Ensure adherence to SLAs, quality standards, and compliance requirements.
- Handle escalations and maintain high customer satisfaction.
- Monitor CRM, dialer systems, lead management, and follow-ups.
- Prepare MIS reports and analyze performance metrics.
Required Skills
- Experience in healthcare call center operations and outbound tele-sales.
- Strong team management and leadership skills.
- Proficiency in MS Excel (pivot tables, VLOOKUP, and dashboards).
- Knowledge of CRM systems, dialers, and call quality processes.
- Strong analytical, communication, and stakeholder management skills.
Qualification
- Graduate in any discipline.
- Healthcare, outbound sales, and IVF industry experience preferred.
Key KPIs
- Appointment Booking Conversion
- Lead-to-Patient Conversion
- Package Sales & Revenue
- Call Quality Scores
- Team Productivity & Attrition
- SLA Adherence (AHT, TAT, FCR)
Pay: ₹800,000.00 - ₹900,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
