QiSpine - Vice President - Contact Centre

QI Spine is looking for hiring Vice President- Contact Centre.

As Vice President -Contact Centre, you will hold a pivotal role in overseeing the entire contact center operations. Leading separate teams, you will be responsible for driving new customer (patient) acquisition, maximizing patient value from existing clients, and optimizing contact center efficiency.

Responsibilities:

1. Contact Center Operations Management:

- Oversee the daily operations of the contact center, ensuring smooth and efficient functioning.

- Develop and implement contact center policies, procedures, and guidelines to optimize performance and ensure compliance with quality standards.

- Monitor key performance indicators (KPIs) and metrics to evaluate contact center performance.

2. New Customer Acquisition:

- Develop and execute strategies to meet new customer acquisition targets, leveraging outbound campaigns.

- Collaborate with the marketing team to optimize lead flow through campaigns.

3. Patient Value Maximization:

- Lead and motivate a team of agents to engage with discharged patients, promoting upgrade services like additional appointments or ongoing care packages.

- Collaborate with the marketing team to design targeted campaigns and promotions for existing patients to maximize their value.

4. Patient Experience and Satisfaction:

- Develop and implement system and processes to monitor and enhance the patient experience through call center engagement.

- Implement feedback mechanisms and conduct regular patient satisfaction surveys to assess and improve patient experiences.

5. Coordination with Infrastructure Team:

- Collaborate with the CRM/ LMS team to optimize patient data management and communication processes.

- Work with the dialler team to ensure efficient outbound calling and appointment scheduling procedures.

6. Reporting and Analysis:

- Generate comprehensive reports on contact center performance, patient engagement, satisfaction, and acquisition efforts.

- Analyse data to identify trends, challenges, and opportunities for business growth.

- Present regular updates and performance reports to senior management.

Qualification & Skills:

- Bachelor's degree in a relevant field (such as Business Administration, Healthcare Management, or Marketing); Masters degree would be an added odds enhancer for pre-selection

- Proven track record of success in contact center management, sales, patient engagement, and new customer acquisition.

- Strong communication and interpersonal abilities to build positive relationships with team members, and external partners.

- Analytical mindset with a focus on data-driven decision-making and continuous improvement.

- Familiarity with contact center technologies, CRM systems, and healthcare industry practices is advantageous.