Deputy Manager - Customer Experience

Rhea Healthcare; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Rhea Healthcare is seeking an Operations Manager to oversee day-to-day call center activities, with emphasis on outbound tele-sales for healthcare services. You will drive targets in patient acquisition, appointments, and revenue-linked KPIs while leading tele-callers, team leaders, and QA staff.

The role requires strong leadership, CRM workflow knowledge, and proficiency in MS Excel to monitor dashboards and performance metrics.

Qualifications

• Experience in healthcare call center operations and outbound tele-sales.
• Proficient MS Excel skills (VLOOKUP, Pivot, dashboards).
• Strong leadership and people-management abilities; comfortable presenting to senior management.
• Knowledge of CRM workflows and call quality metrics.

Responsibilities

• Oversee day-to-day call center operations (inbound and outbound), focusing on outbound tele-sales for healthcare services.
• Ensure achievement of targets for patient acquisition, appointment bookings, package conversions, and revenue-linked KPIs.
• Manage capacity planning, rostering, and adherence to SLAs (Answering level, TAT, FCR).
• Lead a team of tele-callers, team leaders, and QA staff; conduct coaching and performance reviews.

Skills

Healthcare call center operations

Outbound tele-sales

MS Excel

Call quality parameters

CRM workflows

Chatbot tools

Dialer integrations

People management

Presenting to senior management

Tools

CRM systems

Chatbot platforms

Dialer software

Job description

Job Summary

Operations management: Oversee day-to-day call center operations (inbound outbound, with focus on outbound tele-sales for healthcare services). Ensure achievement of targets for patient acquisition, appointment bookings, package conversions, and revenue-linked KPIs.

Responsibilities

• Oversee day-to-day call center operations (inbound outbound, with focus on outbound tele-sales for healthcare services).
• Ensure achievement of targets for patient acquisition, appointment bookings, package conversions, and revenue-linked KPIs.
• Manage capacity planning, rostering, and adherence to SLAs (Answering level, TAT, FCR, etc.).
• Lead a team of tele-callers, team leaders, and QA staff.
• Conduct regular coaching, mentoring, and performance reviews.
• Drive motivation, reduce attrition, and ensure high engagement levels.
• Implement and monitor call quality standards, audit frameworks, and compliance with healthcare communication protocols.
• Ensure all communication is empathetic, accurate, and aligned to patient confidentiality standards.
• Handle escalations with professionalism and resolution mindset.
• Drive outbound tele-sales campaigns for consultations, health packages, maternity packages, fertility/IVF services, and vaccinations.
• Support cross-selling and up-selling initiatives to increase conversion rates.
• Monitor lead management (CRM/Excel/Reports) and ensure timely follow-ups.
• Prepare daily, weekly, and monthly MIS reports for leadership review.
• Analyze call data, conversion ratios, agent productivity, and campaign ROI.
• Use Excel and CRM systems for tracking, dashboards, and insights for process improvements.

Required Skills Competencies

• Healthcare call center operations knowledge (hospital/clinic/FMCG healthcare preferred).
• Outbound tele-sales and lead conversion experience.
• MS Excel (VLOOKUP, Pivot, Dashboards).
• Call quality parameters understanding.
• CRM workflows.
• Chatbot tools.
• Dialer integrations.
• People management and leadership skills.
• Presenting to senior management.