Maxivision Eye Hospitals - Head - Call Center Operations

Job Title: Head - Call Center Operations (Healthcare)

Company: Maxivision Eye Hospitals Pvt. Ltd.

Location: Chennai - Corporate Office

Experience: 8+ Years

Industry: Healthcare / Hospitals

Employment Type: Full-Time, Permanent

About the Company:

Maxivision Eye Hospitals is a leading chain of eye care hospitals known for delivering advanced ophthalmology services across India. With a strong presence and a fast-growing network, Maxivision focuses on offering high-quality patient care, clinical excellence, and seamless service delivery across all touchpoints.

Role Overview:

- We are looking for an experienced Head of Call Center Operations with a strong background in managing large-scale customer support or patient support centers within the hospital, healthcare, or multi-location hospital chain environment.

- The ideal candidate will lead the central call center operations, drive process improvements, enhance patient experience, and ensure efficient handling of appointments, enquiries, and service coordination.

Key Responsibilities:

- Lead and manage the central call center operations for all Maxivision hospitals.

- Oversee daily performance of call center teams, including inbound, outbound, appointment scheduling, and patient support.

- Ensure high standards of patient satisfaction, timely response management, and adherence to service quality metrics.

- Drive operational excellence by implementing best practices, process improvements, and performance-driven KPIs.

- Manage call center workflows, capacity planning, and shift allocations.

- Work closely with hospital units, clinical teams, marketing, and patient experience teams for seamless service delivery.

- Monitor call volumes, SLA adherence, conversion ratios, and service compliance.

- Utilize technology, CRM systems, and reporting dashboards to optimize efficiency.

- Train, mentor, and guide call center supervisors and agents.

- Handle escalations, critical incidents, and patient service issues in coordination with internal stakeholders.

- Prepare weekly/monthly MIS reports for senior leadership.

Required Experience & Skills:

- Minimum 8+ years of experience in call center / contact center operations in the hospital or healthcare sector.

- Mandatory experience in managing patient support/customer support for hospitals or a chain of hospitals.

- Proven experience in leading large teams and multi-city operations.

- Strong understanding of call center metrics, SLA management, and customer service operations.

- Excellent people management, communication, and stakeholder coordination skills.

- Ability to work in a process-driven, high-volume, service-oriented environment.

- Experience with CRM tools, call center software, and reporting dashboards.

Education:

- Bachelor's degree or equivalent (MBA preferred but not mandatory).

- Healthcare industry exposure is essential.