Assistant Manager - Call Centre Operations - Healthcare Logistics

Apollo Hospitals; Chennai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Apollo Hospitals in Chennai is seeking an experienced Operations Leader to head the EMS call centre, ensuring SLA compliance, strong first-call resolution, and zero escalations. You will oversee ERP/CRM usage, real-time reporting, and KPI monitoring.

You will forecast staffing, drive improvements in call quality and CSAT, mentor the team, and deliver analytical insights on trends and performance to inform management decisions.

Qualifications

• Graduate in any discipline; MBA or Hospital Administration preferred.
• 12+ years in call centre/BPO/emergency response ops with at least 4 years in a leadership role.
• Hands-on ERP/CRM implementation experience for call centre operations.

Responsibilities

• Lead the daily operations of the EMS call centre, ensuring SLA compliance, high answer-level benchmarks, and zero escalations.
• Utilize ERP/CRM systems to track calls, generate real-time reports, and ensure operational transparency.
• Monitor and analyze KPIs of agents through dashboards, ensuring alignment with productivity and quality standards.
• Implement analytics-driven forecasting for rosters, staffing, and workload management.
• Drive improvements in call quality, CSAT scores, and response times using data insights.
• Mentor and motivate the call centre team through continuous performance feedback and skill-building initiatives.
• Provide management with analytical reports on trends, SLA adherence, and operational improvements.

Job description

Role & responsibilities

1. Lead the daily operations of the EMS call centre, ensuring SLA compliance, high answer-level benchmarks, and zero escalations.
2. Utilize ERP/CRM systems to track calls, generate real-time reports, and ensure operational transparency.
3. Monitor and analyze KPIs of agents through dashboards, ensuring alignment with productivity and quality standards.
4. Implement analytics-driven forecasting for rosters, staffing, and workload management.
5. Drive improvements in call quality, CSAT scores, and response times using data insights.
6. Mentor and motivate the call centre team through continuous performance feedback and skill-building initiatives.
7. Provide management with analytical reports on trends, SLA adherence, and operational improvements.

Qualifications & Experience:

• Graduate in any discipline (MBA / Hospital Administration / Healthcare Management preferred).
• 12+ years of experience in call centre/BPO/emergency response operations, with at least 4 years in a leadership role.
• Hands-on experience in ERP/CRM application implementation for call centre operations.
• Strong expertise in data analytics, dashboard creation, and KPI tracking for performance management.

Key Competencies:

• ERP/CRM Rollout & Digital Process Management
• Data Analytics for Agent Productivity & SLA Adherence
• Leadership, Team Development & Coaching
• KPI-Driven Operational Excellence
• Passion for Public Service and Emergency Response