Company Overview

Sir H.N. Reliance Foundation Hospital & Research Centre is a top-tier, multi-specialty tertiary care hospital in Mumbai with 345 beds. Known for its state-of-the-art infrastructure and a commitment to Respect for Life, it offers advanced diagnostic services and prioritizes excellence in medical care. With a legacy dating back to 1918, the hospital upholds its values through dedicated service and care, continuing a tradition of distinction in the healthcare industry.

Job Overview

We are seeking a dedicated and organized junior level Contact Center Manager to join our team at Sir H.N. Reliance Foundation Hospital & Research Centre in Mumbai. This is a full-time position where you will manage and streamline call routing processes to enhance communication efficiency in a healthcare environment. Join us to contribute to our commitment to excellent patient care and operational excellence.

Qualifications and Skills

• Proficiency in managing call routing, ensuring inbound and outbound call flows are efficient and effective.
• Excellent communication skills to interact with staff and manage patient queries professionally.
• Strong organizational skills to manage multiple tasks and streamline call center operations smoothly.
• Ability to implement and monitor call center performance metrics to ensure high-quality service delivery.
• Previous experience in a healthcare setting is preferred, providing insight into patient needs and operational goals.
• Capability to train and lead a team effectively, fostering a productive work environment.
• Problem-solving skills to quickly address and resolve any issues that arise with call handling and routing.
• Must be adept at using communication technology efficiently, ensuring all equipment functions optimally.

Roles and Responsibilities

• Manage, organize, and streamline call routing, ensuring efficient inbound and outbound call processes.
• Monitor call center operations, including assessing performance metrics to maintain service standards.
• Train and guide call center staff, ensuring team members are well-prepared to handle patient inquiries effectively.
• Address and resolve issues swiftly, maintaining a high level of quality and efficiency in call handling.
• Develop strategies to improve call center productivity and patient satisfaction rates.
• Coordinate with healthcare professionals to ensure patient needs are prioritized and met promptly.
• Maintain records of calls and manage data accurately for reporting and further improvement analysis.
• Oversee staff