City Manager - Customer Excellence - Healthcare

City Manager-Customer Excelllence (Head of Mumbai Operations)

1. Ensure excellence in call centre operations for the city / cluster of cities- both inbound and out bound.

2. Ensure end to end co-ordination of phlebo services with the assigned geography, driving high customer experience for home collections services.

3. Leveraging technology in delivery and measurement of customer experience.

4. Managing sample logistics for the labs.

5. Handling escalation of report and sample related queries from the field team and customers with respect to sample pick-up and report delivery.

6. Execution Excellence - Automation, Compliance and Governance Gaps.

Experience:

- Candidate should have at least 7-year core experience in call centre management and home collection / phlebo management.

Responsibilities :

- Responsible for managing customer operations for a city or cluster of cities, driving superior customer experience through the Call Center management and phlebo services.