PDC LCM Manager

Keylabsintelli; Mumbai; On-site; INR 700,000 - 900,000; Full time

Job summary

Keylabsintelli is seeking a skilled professional in Mumbai, India with 5-8 years of experience in Call Center or Contact Center Operations. The ideal candidate should excel in leadership, data analysis, and have a solid background in healthcare operations.

This role requires expertise with call center CRM tools and a commitment to improving patient engagement and operational efficiency. Join our dynamic team focused on delivering high-quality healthcare solutions.

Qualifications

• 5-8 years of experience in Call Center / Contact Center Operations.
• 2+ years in a Team Lead or Assistant Manager role.
• Prior experience in clinical, healthcare, pharma, insurance, or disease management programs preferred.

Responsibilities

• Manage agent productivity & quality scores.
• Enhance patient engagement/adherence.
• Ensure SLA & TAT adherence.
• Reduce escalations & drop-offs.
• Implement successful improvement initiatives.

Skills

Strong people leadership and stakeholder management

Data analysis and dashboard tools (Tableau/Power BI)

Call center dialers and CRM tools experience

Problem-solving and process improvement

Excellent communication and negotiation skills

Ability to work in dynamic healthcare environments

Education

Graduate/Postgraduate (Healthcare background preferred)

Tools

Excel

Google Sheets

Tableau

Power BI

Job description

Key Responsibilities and Skills

• Strong people leadership and stakeholder management
• High comfort with data analysis, Excel/Google Sheets, dashboards (Tableau/Power BI preferred)
• Hands‑on experience with call center dialers and CRM tools
• Problem‑solving and process improvement mindset
• Excellent communication and negotiation skills
• Ability to work in a fast‑paced, dynamic healthcare environment

Educational Qualification

• Graduate/Postgraduate (Healthcarebakground preferred)
• Clinical background or experience in healthcare operations is a strong plus

Experience

• 5–8 years of experience in Call Center / Contact Center Operations
• 2+ years in a Team Lead or Assistant Manager role
• Prior experience in clinical, healthcare, pharma, insurance, or disease management programs preferred

Success Metrics (Indicative)

• Agent productivity & quality scores
• Patient engagement/adherence improvement
• SLA & TAT adherence
• Reduction in escalations & drop‑offs
• Implementation of successful improvement initiative