Marketing & Technologies

Job description

Department: Marketing & Technologies Job Level: Senior Executive Location: Bengaluru Reports to: Lead Digital Business Development Job Summary The Senior Executive Contact Centre, Aggregator & MIS Operations, is responsible for managing and optimizing Contact Centre operations, Aggregator partner coordination, and MIS/Data Analytics functions like reporting automation to support digital business growth and patient acquisition initiatives. The role ensures high-quality service delivery, effective team management, and data-driven performance improvements in a healthcare environment. Key Responsibilities Contact Center Operations • Manage daily inbound and outbound contact center operations including appointment booking, patient inquiries, and complaint resolution. • Ensure adherence to SLAs, call quality standards, and hospital service protocols. • Monitor key metrics such as AHT, FCR, Call volume, and CSAT/NPS. • Coordinate with internal departments (OPD, billing, diagnostics, pharmacy) for seamless patient flow. • Handle escalations and ensure timely resolution of patient concerns. • Maintain confidentiality and compliance while handling sensitive operational and patient-related data Aggregator Partner Management • Manage relationships with healthcare aggregator platforms and partners (e.g., online appointment/referral platforms). • Ensure accurate listing, availability updates, and appointment synchronization across partner systems. • Monitor lead to inflow, conversion rates, and ROI from aggregator channels. • Coordinate with IT and technical teams to address integration issues, API synchronization challenges, and system-related discrepancies • Maintain SLA compliance with aggregator partners by ensuring timely issue resolution, accurate updates, and smooth operational workflows. • Resolve operational issues related to bookings, data mismatches, and patient flow from aggregator channels. • Implement process improvements and automation initiatives to streamline aggregator management and reduce operational inefficiencies Data Analysis & Reporting • Perform advanced data analysis using Advance Excel, Power BI, SQL, and visualization tools to identify trends, root causes, bottlenecks, and business improvement opportunities. • Generate daily, weekly, and monthly performance reports with actionable insights for leadership and cross-functional stakeholders. • Analyze contact center and aggregator data to identify trends, gaps, and improvement opportunities. • Provide actionable insights to improve patient experience and operational efficiency. • Support forecasting and capacity planning for call volumes, appointment demand, staffing requirements, and workforce allocation • Track and analyse agent productivity, turnaround time (TAT), first-call resolution (FCR), and customer satisfaction metrics. Qualifications & Skills • Graduate/MBA, Healthcare Management, Statistics, or related field • 2-4 years of experience in contact center operations; healthcare experience preferred. • Experience working with healthcare aggregators or digital healthcare platforms preferred. • Strong proficiency in Advance MS Excel and Power BI & CRM - Must • Good understanding of contact center KPIs and healthcare workflows. • Strong communication, leadership, and stakeholder management skills. Key Competencies • Analytical & Data-Driven Decision Making • Stakeholder & Partner Management • Leadership & Team Development • Patient-Centric Approach • Process Optimization & Problem Solving