Company Overview

Sir H. N. Reliance Foundation Hospital & Research Centre is a 345-bed, technologically-advanced, multi-specialty tertiary care hospital located in Mumbai. Recognized for its excellence in various medical disciplines and progressive diagnostic services, the hospital is designed to meet international standards. Its rich history dates back to 1918 and carries a legacy of exceptional care and service, aligning with its core principle: Respect for Life.

Job Overview

We are seeking a dedicated and experienced Supervisor Contact Centre to join our team on a fixed-term employment basis. This mid-level position is based at our Mumbai headquarters. The role involves overseeing the contact center's operational performance and ensuring a high standard of service delivery to our patients and stakeholders.

Qualifications and Skills

• Proficiency in telephony systems with the ability to manage and optimize call-handling processes effectively.
• Experience with performance metrics and the ability to analyze data to improve contact center efficiency.
• Strong focus on quality control ensuring that all operations meet the hospital's high standards.
• Capability to maintain quality metrics and produce comprehensive reports to support decision-making.
• Exceptional communication skills for managing a team and liaising with internal and external parties.
• Proven ability to ensure high-quality output in a fast-paced, demanding environment.
• Experience in a healthcare setting is preferred but not mandatory.
• Strong leadership skills with the ability to inspire and guide a team toward achieving operational excellence.

Roles and Responsibilities

• Manage daily operations of the contact center, ensuring efficient and effective service delivery.
• Monitor and report on contact center performance using established metrics and KPIs.
• Ensure the quality of service provided meets the hospital's standards and addresses patient needs promptly.
• Develop and implement strategies for improving contact center processes and patient engagement.
• Lead a team of contact center representatives, providing coaching and support to enhance their performance.
• Responsibility for effective management of all the inbound calls in the Contact Centre during the assigned shift.
• Collaborate with other hospital departments to address patient concerns and improve overall service delivery.
• Maintain detailed records of contact center operations and produce regular reports for management review.
• Ensure compliance with all relevant regulatory and accreditation requirements.

Necessary:

• Graduate / Post Graduate