Call Center Head - CRM

Kailash Hospital; Dadri; On-site; INR 1,500,000 - 3,800,000; Full time

Job summary

Kailash Hospital in India is seeking a senior Customer Service Leader to manage a team of call center professionals and drive sales targets while delivering superior patient experience.

The role focuses on developing strategies to boost satisfaction, loyalty and retention, analyzing performance metrics, and collaborating with cross-functional teams to resolve complex issues and ensure compliance with policies.

Qualifications

• 10-20 years of experience in BPO/Call Centre industry with expertise in CRM management.
• Proven track record of achieving sales targets through effective leadership and strategy implementation.
• Strong understanding of customer service principles, including customer centricity and experience management.

Responsibilities

• Manage a team of customer service representatives to achieve sales targets and provide excellent customer experience.
• Develop and implement effective strategies to improve customer satisfaction, loyalty, and retention.
• Analyze performance metrics to identify areas for improvement and optimize processes accordingly.
• Collaborate with cross-functional teams to resolve complex issues and drive business growth.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Skills

CRM management

Team leadership

Sales targets

Tools

CRM software

Job description

Roles and Responsibilities

• Manage a team of customer service representatives to achieve sales targets and provide excellent customer experience.


• Develop and implement effective strategies to improve customer satisfaction, loyalty, and retention.


• Analyze performance metrics to identify areas for improvement and optimize processes accordingly.


• Collaborate with cross-functional teams to resolve complex issues and drive business growth.


• Ensure compliance with company policies, procedures, and regulatory requirements.

Hello (WhatsApp) - 9716826270

Desired Candidate Profile

• 10-20 years of experience in BPO/Call Centre industry with expertise in CRM management.


• Proven track record of achieving sales targets through effective leadership and strategy implementation.


• Strong understanding of customer service principles, including customer centricity and experience management.