Develop objectives for the call centers day-to-day activities

Consistently improve Lead to First Consults conversions at Contact Center by identifying gaps in processes, policies, and systems and providing solutions

Work with the marketing team to generate quality leads through regular observations and feedback

Conduct effective resource planning to maximize the productivity of resources

Screen, hire, and coach new personnel joining the team

Collect and analyze call-center data and prepare reports

Evaluate the monthly performance of the team with key metrics

Analyse training needs and conduct appropriate training for the team

Coach and mentor the Patient Advisors (Customer care executives) by evaluating the gaps

Implement appropriate strategies and initiatives to improve the efficiency of the process

Conduct audits for quality checks, share best practices and feedback