Telecommunication Senior Manager

About Us:

Kauvery Group of Hospitals launched its first hospital more than two decades ago. The founders of Kauvery Hospital were determined on creating world-class healthcare facilities that shall be affordable. The founding doctors set off on this dream in 1999 with a 30-bedded hospital in Trichy, with a single-minded focus on offering the best-in-class healthcare, with a personal touch. This was a very new concept in a tier 2 city like Trichy which lacked a tertiary care hospital at the time. Today, Kauvery is a multi-specialty hospital chain with 2250+ beds in six locations including Trichy, Chennai, Salem, Hosur, Tirunelveli and Bengaluru. With twelve hospitals and a workforce of over 8000+, Kauvery’s mission is to provide exemplary secondary and tertiary care

Our Vision To be the most respected and trusted healthcare provider

Our Mission To make great healthcare affordable

Our Values Continual Improvement Heartfelt Personal Touch Ethical Empathetic Care Real Accountability Service Excellence

Job Title:

Senior Manager - Regional Call Center Location:

Kauvery Hospital, Trichy! Position Type:

Full-time

Job Summary: We are seeking a highly experienced and dynamic professional to lead our Regional Call Center operations in Trichy. The ideal candidate will have at least 10 years of experience, preferably in managing call centers within the healthcare or allied health sector. The Senior Manager will be responsible for overseeing daily operations, ensuring excellent customer service, managing a team of professionals, and driving operational efficiency and performance.

Key Responsibilities: Leadership & Management: Lead and manage the Regional Call Center team to deliver exceptional service to patients and stakeholders. Develop and implement strategies to enhance operational efficiency and customer satisfaction. Ensure adherence to organizational policies and procedures. Operational Excellence: Monitor and evaluate call center performance metrics, including call quality, response times, and customer satisfaction. Identify process improvements to enhance service delivery and operational efficiency. Ensure compliance with healthcare regulations and standards. Team Development: Recruit, train, and mentor call center staff to build a high-performing team. Conduct regular performance reviews and provide constructive feedback. Foster a positive and collaborative work environment. Customer Experience: Ensure a patient-centric approach in all call center operations. Handle escalated issues and complaints, ensuring timely and effective resolution. Develop initiatives to improve overall customer experience. Reporting & Analysis: Prepare and present regular reports on call center performance and key metrics to senior management. Use data analytics to identify trends and make informed decisions.

Qualifications and Skills: Bachelor’s degree in Business Administration, Healthcare Management, or a related field (Master’s degree preferred). Minimum of 10 years of experience in managing call centers, preferably in the healthcare or allied health sector. Strong leadership and team management skills. Excellent communication, interpersonal, and problem-solving skills. Proficiency in call center technologies and reporting tools. Ability to work in a fast-paced and dynamic environment. Knowledge of healthcare regulations and patient care standards is an added advantage.

Preferred Attributes: Experience in managing regional or multi-site call center operations. Familiarity with healthcare service delivery and patient engagement practices.