Assistant Manager / Deputy Manager - Business Support

Key Responsibilities

• Team Leadership :  Recruit, train, and coach call centre agents, providing ongoing feedback and motivation to ensure high standards of patient care and satisfaction.
• Operational Oversight :  Manage daily operations, including staffing, scheduling, and call routing, to ensure smooth and efficient service delivery.
• Performance Monitoring :  Track and report on key performance indicators (KPIs) such as call volume, patient satisfaction, call abandonment rates, and resolution times.
• Patient Escalation :  Handle and resolve complex patient issues and complaints, acting as a liaison between the patient and healthcare providers.
• Compliance & Training :  Ensure all team members are trained on healthcare terminology, patient communication best practices, and regulatory requirements like HIPAA.
• Process Improvement :  Continuously evaluate and improve call center processes to enhance productivity, efficiency, and patient experience.
• Reporting :  Provide regular reports on team performance, call center issues, and operational metrics to senior management.

Essential Skills

Interested Candidates can share their profiles :

Nikita Gupta

Corporate - HR

6390646001

Or can mail on [HIDDEN TEXT]

Education

Bachelor of Business Administration (B.B.A), Bachelor Of Computer Application (B.C.A), Bachelor of Arts (B.A), Bachelor of Architecture (B.Arch)

Skills Required

Performance Monitoring, Communication