About Narayana Health:

Narayana Health is headquartered in Bengaluru, India, and operates a network of hospitals in India and Overseas. Our mission is to deliver high-quality, affordable healthcare services to the broader population. Narayana Health Group is India's leading healthcare provider and one of the largest hospital groups in the country with a network of 21 hospitals, 5 heart centers, and 19 primary care facilities. The NH group treats over 2.6 Million patients every year from over 78 countries covering 30+ medical specialties.

Our Centers of Excellence help in treating Adult & Pediatric patients and we have one of the largest transplant centers in India. We have a strong presence across 17 locations in India, and an overseas hospital in the Cayman Islands, USA. Two of our hospitals have international accreditation from the Joint Commission International (JCI) and 19 hospitals have domestic accreditation from the National Accreditation Board for Hospitals (NABH).

For more details, please refer to our website at: https://www.narayanahealth.org

Role : Senior Executive - Contact Center 

Role and responsibilities :

 

End-to-End Contact Center Operations: Manage the entire contact center operations, including both inbound and outbound platforms, ensuring seamless day-to-day functioning in alignment with corporate office standards and patient experience goals.

Effective Communication Skills: Exhibit excellent written and verbal communication skills, enabling clear coordination across teams, stakeholders, and contact center partners.

Proficiency in Microsoft Office Applications: Leverage advanced skills in Microsoft Office (Excel, Word, PowerPoint) for reporting, data analysis, and presentations.

Strong Conversion Knowledge: Demonstrate expertise in conversion strategies to improve key performance indicators (KPIs) and enhance overall contact center performance.

KPI Monitoring and Management: Continuously monitor critical KPIs such as Service Level (SL), abandonment rates, and workforce management. Ensure reports on these metrics are generated and analyzed to drive improvements.

Coordination with Units and Partners: Act as a liaison between various units and contact center partners to ensure real-time needs are met, enhancing operational efficiency.

Daily Updates and Reporting: Provide regular updates and share daily reports with units and stakeholders to maintain transparency and align with business objectives.

Analytical and Problem-Solving Skills: Utilize excellent analytical abilities to assess operational issues, identify root causes, and implement solutions that optimize performance and customer satisfaction.

Customer Satisfaction: Take ownership of the overall customer experience at the contact center, ensuring that customer satisfaction remains a top priority and continuously improve service standards.
 

Preferred candidate

Contact center along with health care experience and adding to that Telecom Contact centre experience would be preferred.

Minimum 5 years of Contact center experience.
With any Graduation must