Customer Service Manager
Actively Reviewing the ApplicationsVisit Health
Job Description
About Us
Visit Health is a rapidly growing, India-based health-tech company delivering integrated primary healthcare and employee wellness solutions through a unified digital platform. We provide OPD benefits, teleconsultations, diagnostics, medicine delivery, and wellness programs to corporate employees, SMEs, and insurers, supported by a large nationwide cashless healthcare provider network.
Role Overview:
- Manage end-to-end contact centre operations (Inbound Support)
- Drive team performance, customer satisfaction, and revenue targets
Key Responsibilities:
- Handle daily operations of inbound.
- Ensure SLA, KPI, and productivity adherence
- Manage and mentor Team Leaders and agents
- Monitor performance metrics (AHT, FCR, CSAT, conversion rates)
- Handle escalations and improve customer experience
- Ensure proper staffing, scheduling, and MIS reporting
- Implement process improvements and efficiency initiatives
Requirements:
- Graduate (MBA preferred)
- 6–10 years of experience in contact centre/BPO operations
- Minimum 5+ years in team handling/managerial role
- Strong exposure to both support and sales processes
- Good communication, leadership, and analytical skills
- Experience with CRM, dialers, and reporting tools
Key Skills (ATS Keywords):
- Contact Centre Operations
- Inbound Support
- Team Management
- SLA & KPI Management
- Customer Experience (CSAT/NPS)
- MIS & Reporting
- Workforce Management
KPIs:
- SLA adherence
- Sales revenue & conversion rate
- CSAT/NPS
- AHT & FCR
- Team productivity & attrition
Interested candidates can share their resumes to [email protected]
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