Head - Contact Centre - Healthcare
HyderabadFull Time
CONTACT CENTRE
Job description
Roles and Responsibilities
Develop and execute the contact centre strategy aligned with the
organisation’s business objectives and customer experience goals.
Oversee daily operations of inbound and outbound contact centre teams,
ensuring optimal resource allocation, performance management, and process
compliance.
Drive adoption of advanced contact centre technologies including AI,
IVR, CRM systems, and analytics platforms.
Analyse financial reports, forecast trends, and recommend strategic
investments.
Design and implement customer engagement strategies to maximise
satisfaction, retention, and Net Promoter Score
Skill set
Minimum 20 years of progressive experience in contact centre or customer
service operations.
Should have domain experience in healthcare.
Proven track record in managing large-scale teams (500+ employees) and
complex, multi-site operations.
Expertise in digital transformation, customer experience management, and
service excellence.
Strong analytical, financial, and commercial acumen.
Skills Required
Head - Contact Centre - Healthcare
ITES/BPO/KPO
ITES/BPO/Customer Service
Graduation
Full Time, Permanent
Key Skills
- CONTACT CENTRE
Other Information
GO/JC/2566/2026
Maheshwari Balasubramanian
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