Head of Call Center

Job Summary

The Head of Call Center will lead and scale centralized contact-center operations across all clinic locations. This role encompasses ownership of inbound/outbound lead conversion, appointment booking, and patient query resolution, ultimately contributing to improved patient experiences and increased revenue.

Responsibilities

• Lead and scale centralized contact-center operations for all clinic locations.
• Own and enhance inbound/outbound lead conversion, ensuring high appointment booking rates.
• Build, train, and manage a high-performing tele-counseling and Customer Relationship Management (CRM) team to drive consultation bookings and revenue targets.
• Define Key Performance Indicators (KPIs), call-quality standards, and Service Level Agreements (SLAs).
• Leverage CRM and telephony analytics to optimize conversion funnels and maximize agent productivity.
• Collaborate with marketing, clinic operations, and doctors to ensure seamless patient journeys and deliver a superior service experience.

Qualifications

• Minimum of 8–12 years of experience in call-center or tele-sales leadership, preferably within the healthcare, wellness, or aesthetics industries.
• Strong people-management skills with a focus on team building and development.
• Data-driven decision-making abilities, supported by analytical skills.

Preferred Skills

• Experience with CRM software and telephony systems.
• Proven track record of achieving revenue targets in a call-center environment.
• Excellent communication and interpersonal skills.

Experience

• 8–12 years of relevant experience in call-center or tele-sales leadership roles.

Salary

Salary details are not specified.

Growth Opportunities

Career advancement opportunities are not specified.

Benefits

List of offered benefits is not specified.