Call Center Jobs In Pune

Collins Placement Services

Call Center Manager

Job Description 

Qualification :
 Should have prior experience in healthcare domain in BPO’s or KPO’s

  •  High level of proficiency in MS excel, Word and detailed knowledge of Call Centre management tools
  •  Should have team handling and training experience
  •  Excellent communication skills in English, Marathi & Hindi.

 Implement Call Centre Best Practices and Monitoring of team members

  •  Daily, Weekly, Monthly Reporting and Data analysis using existing Software data
  •  Daily QC audit reports and Plan, Coordinate & Develop process Modules for training and management
  •  Writing SOP for entire call center process and ensuring implementation
  •  Evaluating the current process and suggesting changes in the software for better call handling
  •  Constantly updating and revising the CCE scripts for calls as per indicated changes from the division
  •  Define protocols for patient complaint resolution and monitor closely
  •  Help IT department in making / identifying software to monitor trend analysis of patient complaints
  •  Plan and Manage In-bound and Outbound calls process, including disposition of calls and post call directives
  •  Assist customers with requests for information, complaints, making appointments, and resolving issues – Creating Do’s & Don’t s, FAQ’s, CRM Integration and call protocols
  •  Build and create succession plan for each agent.

Job Type: Full-time

Schedule:

  • Day shift

Ability to commute/relocate:

  • Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

  • Develop process Modules for training & management: 4 years (Preferred)
  • Creating Do’s & Don’ts, FAQ’s, CRM Integration & Protocols: 4 years (Preferred)

Language:

  • English fluently (Preferred)
  • Marathi fluently (Preferred)

To apply for this job please visit in.indeed.com.