Job Purpose  The Call Centre business acts as the nodal group that receives service requests through its Call Centre Officers (CCOs). The Call Centre Officer handles inbound and outbound calls and after performing value added activities such as patient registration and capturing basic medical information, he/she diverts the calls or requests - over-the-net to specified delivery businesses.   The integrator of the Call Centre business plays the role of a catalyst and continually looks at ways to enhance customer delight. With this aim, the integrator ensures that all customer calls are handled efficiently, continually monitors the call quality and helps improve the overall performance & productivity of the Call Centre business.   The person in this role manages the day to day operations of the Call Centre business and seeks ways to improve operational efficiencies and rationalize costs.   Main Accountabilities  - Develop the Call Centre Strategy and Plan   - Formulate strategy for sales/outbound calls  - Data Analytics  - Optimally manage resource deployment and utilization  - Develop the Risk Mitigation Strategy and Plan for the business   - Proactively engage with customers to seek feedback and service-wise ratings  - Manage the day-to-day operational costs and efficiencies of the Call Centre business   - Develop Business & Process Document  - Real Time Review of key Call Centre measures and variances to ensure all key measures remain green  - Institutionalize continuous improvement culture across businesses - 5A / 3D projects  - Provide timely support to Service Business / Service Delivery integrators to help resolve customer escalations - create a clear action plan (CAPA) and make necessary process corrections  - Team learning needs   - SEC Feedback, ratings and timely approval  - Leverage CH offers to help provide better value to customers   - Optimaly utilize resources (as per the interval wise call volume)  - Address and help resolve customer escalations on  - Collaborate with technology team to ensure stakeholder and customer delight  - Review the performance measures (actuals) for the Call Centre role and ensure all measures remain green

Hyderabad

CallHealth - Business Integrator - Call Center 

CallHealth - Business Integrator - Call Center  ,Job Description for CallHealth - Business Integrator - Call Center  in Call Health in  Hyderabad for (8-15) years of experience. Apply Now!

Job Description for CallHealth - Business Integrator - Call Center  in Call Health in  Hyderabad for (8-15) years of experience. Apply Now!