JD
- Lead and manage the complete telecalling team.
- Set and monitor daily, weekly and monthly targets for the team.
- Ensure timely calling and follow-up of all fresh leads.
- Monitor lead → appointment → consultation → counselling → IVF conversion.
- Allocate leads effectively and ensure no lead remains unattended.
- Monitor agent-wise productivity, call volume and conversion.
- Track postponed, no-show and non-converted patients and ensure systematic follow-up.
- Coordinate closely with IVF Counsellors, Marketing, Digital Marketing, Front Office and Centre Managers.
- Analyse lead quality and provide feedback to the marketing team.
- Conduct regular call audits and improve call quality.
- Train and coach telecallers on communication, IVF basics, objection handling and conversion techniques.
- Identify poor-performing agents and implement performance improvement plans.
- Develop effective calling scripts, follow-up processes and objection-handling strategies.
- Monitor CRM/MIS data accuracy and ensure timely updates.
- Prepare daily, weekly and monthly telecalling performance reports.
- Identify reasons for lost leads, appointment cancellations and no-shows and implement corrective actions.
- Escalate high-potential patients and repeated postponements to the appropriate team.
- Maintain patient confidentiality and ensure professional communication at all times.
Key Performance Indicators
- Total leads received
- Lead contact rate
- Calls completed
- Connected calls
- Appointments booked
- Appointment attendance %
- Lead-to-appointment conversion %
- Consultation conversion %
- Counselling conversion %
- IVF conversion %
- Follow-up completion %
- No-show conversion
- Postponed patient conversion
- Agent-wise productivity
- Team target achievement
- Call quality score
Candidate Profile
- Bachelor's degree in any discipline.
- 5–8 years of experience in telecalling, inside sales, healthcare sales or customer conversion.
- Experience managing a telecalling team is essential.
- IVF/Fertility/Hospital experience strongly preferred.
- Proven experience in lead generation, appointment booking and conversion.
- Excellent communication and leadership skills.
- Strong knowledge of CRM, Excel/Google Sheets and MIS reporting.
- Target-oriented with strong follow-up and objection-handling skills.
- Ability to motivate and manage a high-volume telecalling team.
Pay: ₹30,000.00 - ₹40,000.00 per month
Work Location: In person
