Customer Service Manager

About Us Visit Health is a rapidly growing, India-based health-tech company delivering integrated primary healthcare and employee wellness solutions through a unified digital platform. We provide OPD benefits, teleconsultations, diagnostics, medicine delivery, and wellness programs to corporate employees, SMEs, and insurers, supported by a large nationwide cashless healthcare provider network.

Role Overview: Manage end-to-end contact centre operations (Inbound Support) Drive team performance, customer satisfaction, and revenue targets

Key Responsibilities: Handle daily operations of inbound. Ensure SLA, KPI, and productivity adherence Manage and mentor Team Leaders and agents Monitor performance metrics (AHT, FCR, CSAT, conversion rates) Handle escalations and improve customer experience Ensure proper staffing, scheduling, and MIS reporting Implement process improvements and efficiency initiatives

Requirements: Graduate (MBA preferred) 6–10 years of experience in contact centre/BPO operations Minimum 5+ years in team handling/managerial role Strong exposure to both support and sales processes Good communication, leadership, and analytical skills Experience with CRM, dialers, and reporting tools

Key Skills (ATS Keywords): Contact Centre Operations Inbound Support Team Management SLA & KPI Management Customer Experience (CSAT/NPS) MIS & Reporting Workforce Management

KPIs: SLA adherence Sales revenue & conversion rate CSAT/NPS AHT & FCR Team productivity & attrition

Interested candidates can share their resumes to vimarsha.p@getvisitapp.com