BPO/Call Center - Head

Punarjan Ayurveda Hospitals; Hyderabad; On-site; INR 3,500,000 - 5,000,000; Full time

Job summary

Punarjan Ayurveda Hospitals seeks a BPO Head to own end-to-end PRO operations, establishing governance and clear escalation paths. You will drive cross-functional alignment, implement performance dashboards and deliver actionable reporting to enable continuous improvement in a healthcare context.

The role requires 10+ years in BPO leadership, CRM/ops experience, and strong multilingual communication to guide teams and partner with senior stakeholders.

Qualifications

• Post-graduate education at least, with 10+ years of BPO Head experience.
• Experience in customer relationship management or operations leadership roles.
• Ability to lead cross-functional teams and foster collaboration.
• Voice process experience including inbound/outbound and escalation calls.
• Strong communication in Telugu, English and Hindi.
• Analytical decision making with escalation skills.

Responsibilities

• Own end-to-end responsibility for the Patient Relationship Officers (PRO) dept.
• Lead governance framework development for clarity, accountability and collaboration.
• Establish clear communication, escalation protocols and issue forums.
• Drive alignment and transparent issue resolution across levels.
• Develop and oversee mechanisms to monitor call center performance.
• Provide transparent reporting to support performance management and improvement.
• Define escalation protocols for swift operational issue resolution.
• Lay foundations for scalable, service-oriented operations aligned with business needs.
• Foster cultural understanding and conduct collaborative workshops with staff.

Skills

Cross-functional leadership

Governance framework

Escalation protocols

Performance reporting

CRM/relationship management

Operations leadership

Stakeholder management

Verbal and written communication

Education

Post-graduation

Job description

We required BPO - Healthcare Head will have end-to-end responsibility for handling entire our Patient Relationship Officers (PRO) Department

Lead the development and implementation of a governance framework to enhance clarity, accountability and collaboration with the hierarchy team

Establish clear communication channels, escalation protocols and forums to address both operational and strategic relationship issues effectively

Drive alignment on priorities and ensure transparency in issue resolution across all levels.

Develop and oversee mechanisms to monitor and report on call center operational performance, highlighting gaps, risks and opportunities for improvement

Deliver transparent and actionable reporting to support performance management, enable continuous improvement and inform strategic decision-making

Define and formalize escalation protocols to ensure swift resolution of operational issues and alignment on priorities

Lay the foundation for scalable, adaptable and service-oriented operations that align with evolving business needs

Cultural and relationship management, promoting cultural understanding, trust-building and collaborative workshops to strengthen the partnership, ensuring PRO staff understand the company s culture, goals and operational standards.

Your Skills and Expertise:

Candidate education at least post-graduation with 10+ years of experience as BPO Head

Experience should be customer relationship management or operations leadership roles

Ability to lead cross-functional teams and foster a collaborative, results-oriented culture

Patient relationship process that to voice process like In/out bound and escalation calls

Good communication skills with verbal and written in Telugu, English & Hindi languages

Good Analytical Skills and decision making with escalation skills required for this position

Male and healthcare sector exposure candidate can apply and preferable for this position.