Call Center Manager

Iswarya Fertility Center was founded with the mission of helping every couple experience the joy of parenting. The center focuses on providing compassionate, patient-centered fertility care and support throughout the treatment journey. A multidisciplinary team works together to offer individualized treatment plans and a supportive environment.

Prospective team members can expect to be part of an organization driven by empathy, ethical medical practices, and continuous improvement in patient experience.

Role Description This is a full-time, on-site Call Center Manager role based in Chennai. The Call Center Manager will oversee daily operations of the call center, including managing call volumes, monitoring performance metrics, and ensuring efficient handling of inquiries and appointments. The role involves leading and coaching the call center team, setting clear performance goals, providing regular feedback, and supporting professional development.

The manager will collaborate with clinical and administrative teams to improve patient communication, streamline processes, and enhance overall service quality. Additional responsibilities include preparing reports, analyzing operational data, implementing quality assurance standards, and addressing escalated concerns to maintain high levels of patient satisfaction.

Qualifications

• Experience in contact center management, including oversight of call flows, performance metrics, and operational processes.
• Strong focus on customer satisfaction, with the ability to design and implement service standards that enhance patient experience.
• Demonstrated team management skills, including coaching, mentoring, scheduling, and performance evaluation.
• Well-developed analytical skills to interpret data, identify trends, and implement process improvements.
• Excellent communication skills for clear, empathetic interaction with patients, team members, and cross-functional stakeholders.
• Prior experience in healthcare or fertility services is an advantage.
• Proficiency with call center software, CRM tools, and basic MS Office applications.
• Bachelor’s degree in business, management, or a related field, or equivalent relevant experience.
• Ability to work on-site in Chennai and adapt to a fast-paced, patient-focused environment.