Customer Service Manager

About Us

Visit Health is a rapidly growing, India-based health-tech company delivering integrated primary healthcare and employee wellness solutions through a unified digital platform. We provide OPD benefits, teleconsultations, diagnostics, medicine delivery, and wellness programs to corporate employees, SMEs, and insurers, supported by a large nationwide cashless healthcare provider network.

Role Overview:

• Manage end-to-end contact centre operations (Inbound Support)
• Drive team performance, customer satisfaction, and revenue targets

Key Responsibilities:

• Handle daily operations of inbound.
• Ensure SLA, KPI, and productivity adherence
• Manage and mentor Team Leaders and agents
• Monitor performance metrics (AHT, FCR, CSAT, conversion rates)
• Handle escalations and improve customer experience
• Ensure proper staffing, scheduling, and MIS reporting
• Implement process improvements and efficiency initiatives

Requirements:

• Graduate (MBA preferred)
• 610 years of experience in contact centre/BPO operations
• Minimum 5+ years in team handling/managerial role
• Strong exposure to both support and sales processes
• Good communication, leadership, and analytical skills
• Experience with CRM, dialers, and reporting tools

Key Skills (ATS Keywords):

• Contact Centre Operations
• Inbound Support
• Team Management
• SLA & KPI Management
• Customer Experience (CSAT/NPS)
• MIS & Reporting
• Workforce Management

KPIs:

• SLA adherence
• Sales revenue & conversion rate
• CSAT/NPS
• AHT & FCR
• Team productivity & attrition

Interested candidates can share their resumes to vimarsha.p@getvisitapp.com