Customer Experience Manager

Location: Kochi (Centralized Care Team)

Industry: Healthcare / IVF

Experience: Minimum 5 years (BPO / Telecalling / Contact Center)

Mail your resumes to

About the Role

We are looking for an experienced Customer Experience Manager who can lead, train, and mentor a centralized telecalling team, while ensuring every call reflects the care, empathy, and professionalism Bliss stands for.

This role is ideal for someone who understands how conversations shape trust , especially in sensitive healthcare journeys.

Key ResponsibilitiesTeam Leadership & Management

• Manage and lead a centralized telecalling team of 56 agents .
• Ensure smooth daily operations, shift planning, and call coverage.
• Act as the primary point of contact for team performance and discipline.

Call Quality & Experience

• Monitor IVR call recordings and evaluate call quality.
• Train agents on soft skills, empathy, tone, and patient-first communication .
• Ensure all conversations align with Bliss brand tone and values .

Training & Mentorship

• Conduct regular training sessions and one-on-one coaching.
• Create, maintain, and enforce call scripts and SOPs .
• Identify skill gaps and continuously upskill the team.

CRM & IVR Management

• Ensure proper usage of CRM systems for lead tracking, notes, and follow-ups.
• Work closely with the tech team to manage IVR flows, auto-calls, and routing logic .
• Monitor missed calls, callbacks, and lead closures.

Conversion & Performance

• Improve appointment booking and walk-in conversion rates.
• Track key performance metrics (call quality, response time, follow-ups).
• Share regular reports and insights with management.

Cross-Team Coordination

• Coordinate with doctors, branch teams, and management to align communication.
• Provide feedback from calls to improve processes and patient experience.

Required Skills & Experience

• Minimum 5 years of experience in BPO, telecalling, or contact center roles.
• Proven experience managing a team of at least 56 members .
• Strong knowledge of CRM systems and IVR / calling platforms .
• Excellent communication skills in Malayalam and English .
• Ability to handle sensitive conversations with empathy and calmness.
• Strong leadership, coaching, and people management skills.

Preferred Qualifications (Nice to Have)

• Prior experience in healthcare, IVF, or hospital environments .
• Experience in quality assurance or training roles .
• Familiarity with WhatsApp calling, auto-calling, and centralized support setups.

Why Join Bliss

• Be part of a growing healthcare brand focused on care-first experiences .
• Play a key role in shaping how thousands of people interact with Bliss.
• Opportunity to build and scale a centralized care team .
• Leadership role with real impact on trust, conversion, and outcomes.

Reporting To

Senior Management / Operations Head