Head – Contact Center

MGM Healthcare; Chennai; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

MGM Healthcare Group is seeking a dynamic Head of Contact Center to lead centralized operations across its hospital units in Chennai. You will drive patient enquiries, bookings, conversions, and revenue while setting KPIs for quality, response times, and patient satisfaction.

The ideal candidate combines healthcare operations experience with strong leadership, analytics, and stakeholder management to improve patient engagement and service delivery across channels.

Qualifications

• Needs experience leading Contact Center or Call Center operations.
• Experience in centralized or multi-unit healthcare operations is a plus.
• Strong patient engagement and appointment-conversion knowledge.

Responsibilities

• Lead centralized Contact Center operations across hospital units.
• Drive patient enquiries, appointment bookings, lead conversions, and revenue generation.
• Establish KPIs for call quality, response time, conversion rates, productivity, and patient satisfaction.
• Optimize patient acquisition and engagement across inbound, outbound, digital, and referral channels.
• Leverage CRM, technology, and analytics to improve efficiency and service delivery.
• Build high-performing teams through training, coaching, and QA.
• Collaborate with hospital operations, marketing, digital and clinical teams to deliver seamless patient experience.

Skills

Contact Center Leadership

Multi-unit Operations

Stakeholder Management

Data Analytics

Team Leadership

Tools

CRM Systems

Job description

Lead a Centralized, Patient-Centric Contact Center for a Leading Healthcare Group.

MGM Healthcare Group is looking for a dynamic and experienced Contact Center Head to lead and strengthen centralized Contact Center operations across the group.

We are seeking a healthcare professional who can combine operational excellence, patient experience, technology, and data-driven decision-making to deliver measurable business outcomes.

Work Schedule: 6 days a week

Key Responsibilities

• Lead centralized Contact Center operations across multiple hospital units.
• Drive patient enquiries, appointment bookings, lead conversions, and revenue generation.
• Establish operational KPIs for call quality, response time, conversion rates, productivity, and patient satisfaction.
• Optimize patient acquisition and engagement across inbound, outbound, digital, and referral channels.
• Leverage CRM, technology, and analytics to improve operational efficiency and service delivery.
• Build high-performing teams through structured performance management, training, and quality assurance.
• Collaborate with hospital operations, marketing, digital, and clinical teams to deliver a seamless patient experience.

Ideal Candidate Profile

• Mandatory: Healthcare / Hospital industry background.
• Proven experience leading Contact Center or Call Center operations.
• Experience in centralized or multi-unit healthcare operations will be an advantage.
• Strong understanding of patient engagement, appointment conversion, operational analytics, and team leadership.
• Excellent stakeholder management and process improvement capabilities.