Manager Contact Centre

Job Description:

We are seeking a manager with a strong medical background (MBBS, BAMS, Dental preferred) to drive excellence in customer servicing within our contact centre. The Manager - Contact Centre Medical Servicing will be responsible for developing and executing forward-thinking strategies to enhance customer experience, operational efficiency, and medical knowledge integration. This role requires a visionary approach to optimizing service delivery, reducing repeat contacts through first-time-right solutions, and ensuring the contact centre operates as a centre of excellence in medical customer engagement.

Key Roles & Responsibilities:

• Develop and implement long-term strategies to elevate contact centre performance in medical servicing.
• Leverage medical expertise to enhance customer interactions, ensuring the team is well- equipped with the latest healthcare knowledge by conducting training sessions.
• Define success metrics and KPIs that align contact centre SLAs with business objectives and industry best practices.
• Lead digital transformation initiatives to integrate AI and automation for seamless service delivery.
• Foster a customer-centric culture, emphasizing proactive issue resolution.
• Drive data-driven decision-making, leveraging analytics to optimize operational efficiency and customer satisfaction.
• Collaborate with cross-functional teams, including claims management, medical underwriting, and product innovation, to ensure holistic service delivery.
• Lead workforce planning and talent strategy, ensuring high levels of training, engagement, and retention among contact centre teams.
• Implement continuous improvement frameworks to refine customer journeys and optimize the resolution process.

Key Requirements –

Education & Certificates: Any Life science, Paramedical, Medical Graduates and Post Graduates (Pharmacy, Physiotherapy, Nursing, Health education) or equivalent degree

Experience & Skills:

• A minimum of 5-8 years of experience in a call center environment, preferably in a healthcare or medical insurance setting.
• Strong knowledge of medical terminology, insurance claim procedures, and billing codes. 
• Ability to contribute to revenue basis cross sell.
• Excellent verbal and written communication skills.
• Strong presentation skills.

• Ability to handle high call volumes and prioritize customer needs effectively.

• Strong problem-solving and decision-making abilities.
• Attention to detail and accuracy in data entry and documentation.
• Exceptional customer service skills with a friendly and professional demeanor.
• Proficiency in using computer systems, including customer relationship management (CRM) software and Microsoft Office Suite.
• Ability to work effectively in a team-oriented environment.
• Flexibility to work in shifts as per business requirements.