CK Birla Healthcare - Business Manager

Business Manager Call Centre

Pre-Requisites for consideration of candidature:

1. Bachelor degree/PG or above

2. 10+ years of Industry work experience. Should be able to work in an ambiguous environment and should have worked in setting up process structures, own and deliver targets with focus on people development.

Key Job Responsibilities:

- Manage and own Call center P&L, drive inside sales for entire healthcare business (voice and chat process)

- Responsible for hiring, performance evaluation, training/coaching and development of the team, to deliver sales targets on a monthly basis

- Work on outsourcing of service process on a FTE model along with benchmarking of entire process

- Evaluate manage and implement CC CRM along with creation of lead nurturing funnel for CC via push platforms - SMS Whatsapp and Emails

- Own and develop training programs for effective sales and service delivery of voice (inbound and outbound) & chat process

- Manage and implement various reporting and analytics to manage agent performance delivery and call center effectiveness

- Build and directly manage an inside sales/tele calling team 25 Associates, 3 TLs, 1 QA & 1 Trainer. Take ownership of the revenue growth from patients by selling platform or services along with managing service escalations and calls

- Manage cross functional coordination with Business/Hospital team in order to ensure seamless service and sales delivery

- Design and develop incentive program for agents to drive overall sales engine