Assistant Manager Call Center Operations

Assistant Manager Call Center Operations Location: Bangalore, Hebbal Salary: Up to 9 LPA Experience: 8+ Years in Call Center Operations (Minimum 4 Years in Team Handling/Supervisory Role) Industry Preference: Healthcare / IVF / Outbound Tele-Sales

Key Responsibilities

Manage day-to-day inbound and outbound call center operations.

Drive patient acquisition, appointment bookings, lead conversions, and package sales.

Lead, coach, and monitor tele-calling teams to achieve business targets.

Ensure adherence to SLAs, quality standards, and compliance requirements.

Handle escalations and maintain high customer satisfaction.

Monitor CRM, dialer systems, lead management, and follow-ups.

Prepare MIS reports and analyze performance metrics.

Required Skills

Experience in healthcare call center operations and outbound tele-sales.

Strong team management and leadership skills.

Proficiency in MS Excel (pivot tables, VLOOKUP, and dashboards).

Knowledge of CRM systems, dialers, and call quality processes.

Strong analytical, communication, and stakeholder management skills.

Qualification

Graduate in any discipline.

Healthcare, outbound sales, and IVF industry experience preferred.

Key KPIs

Appointment Booking Conversion

Lead-to-Patient Conversion

Package Sales & Revenue

Call Quality Scores

Team Productivity & Attrition

SLA Adherence (AHT, TAT, FCR)

Pay: ₹800,000.00 - ₹900,000.00 per year

Benefits:

Health insurance

Provident Fund

Work Location: In person