ABOUT THE COMPANY:
We at Medulance provide our clients with a one-stop solution for all healthcare needs. We deliver
an exclusive helpline number for ambulances and other healthcare services, ensuring 100% call
answer assurance, 24*7, Pan-India (60+ Cities), under the same helpline number. One can also
find services like Teleconsultation, E- Pharmacy, Diagnostics, Home health care, Elderly Care,
mental wellness, etc.
We are looking for a skilled Call centre head to supervise daily operations and personnel aiming
for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized
to a maximum and that staff are well-organized and productive.
An excellent call center manager must be an organized, reliable, and results-driven professional.
They must have a practical mind to solve problems on the spot partnered with an ability to see the
“big picture” and make improvements. As a call center head, you must also have excellent
customer service and communication skills. The goal is to do everything possible to attain goals
and achieve great results for our company.
Responsibilities
• Develop objectives for the call centre’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people,
technology etc.)
• Collect and analyse call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
Requirements and skills
• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient