18/12 Sonali Srivastava
Manager - HR at ART Fertility Clinics Pvt. Ltd.

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ART Fertility Clinics - Head - Contact Center (10-17 yrs)

Gurgaon/Gurugram Job Code: 874432

Designation: Head Contact Center

Location: Gurgaon

Experience: 10-12 years in healthcare/retail/ecommerce/banking

- Minimum 5 years in team handling position

- Minimum team size handled 30

- Expert in analytics, logical reasoning and MIS

- Expert communication skills in English, Hindi .

- Handled minimum Rs 10 Cr sales revenue per month

Job Description

- Hands on experience with multi-level CRM like Salesforce.

- Ability to set work flows and business process for the contact center

- Monitor KPIs like OTR, OCR, AHT and conduct review on performance

- Set incentives plan for better output of the agents

- Conduct meetings with other stakeholders to improve bookings and footfalls

- Training and Coaching the agents for increasing patient appointment bookings and footfalls

- Set rules for marketing automation to increase conversion

- Custodian of P&L of B2C sales revenue

- Work with digital team on lead quality and conversion

Women-friendly workplace:

Maternity and Paternity Benefits

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