Call Centre SME

About Us:

As a pioneer in healthcare, Manipal Hospitals is among Indias leading healthcare providers with a pan-India presence across 49 hospitals, 12,600+ beds, supported by 11,000+ doctors and a workforce of 34,000+ employees, committed to delivering patient-centric care through operational excellence and innovation.

Role Call Centre Subject Matter Expert (SME)

Location Manipal Hospitals, Bangalore

About the Role:

The Call Centre Subject Matter Expert (SME) is responsible for driving operational excellence through accurate forecasting, capacity planning, performance analytics, and stakeholder insights. The role ensures optimal staffing, SLA adherence, data accuracy, and proactive planning to support business goals and patient experience outcomes.

What Youll Do:

• Forecast call volumes, AHT trends, and staffing requirements to meet SLA and Answer Level targets.
• Refine forecasts using historical data, seasonality, campaigns, holidays, and behavioral patterns.
• Create and manage weekly and monthly rosters ensuring optimal coverage across queues and shifts.
• Monitor real-time adherence and recommend corrective actions to minimize SLA impact.
• Prepare and publish daily, weekly, and monthly MIS dashboards covering SLA, AHT, shrinkage, productivity, and utilization.
• Ensure high accuracy and consistency across all MIS and operational reports.
• Drive reporting automation to reduce manual effort and improve efficiency.
• Track leave and shrinkage trends and work with Operations and HR on corrective actions.
• Share actionable insights, trends, and risk observations with Operations and MH stakeholders.

What Were Looking For:

• 46 years of experience in contact centre operations, WFM, MIS, analytics, Team Leader, or SME roles.
• Experience managing multi-queue, multi-channel contact centre (voice and chat; inbound & outbound).
• Exposure to healthcare or large enterprise contact centres is an added advantage.
• Experience handling domestic and international client processes.
• Strong analytical, reporting, and stakeholder management skills.
• Proficiency in Excel and MIS / analytics tools.

What Youll Get:

• Opportunity to work with a high-impact analytics and operations role within Manipal Hospitals.
• Exposure to enterprise-scale contact centre planning and performance management.
• Collaborative and performance-driven work culture.

Additional Information:

• Shift-based role (between 9:00 AM and 8:00 PM).
• The role is work-from-office with 6 days working (Mon- Sat), and the workstation will be at our Partners location.

Interested candidates can apply through:

Career | Manipal Hospitals or send your resume to: ayushman.behera@manipalhospitals.com