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