Manager - HR at ART Fertility Clinics Pvt. Ltd.
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ART Fertility Clinics - Head - Contact Center (10-17 yrs)
Designation: Head Contact Center
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
- 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