Inbound Manager-Contact Center Operations
- Narayana Health (NH)
- 7 - 12 years
- Bengaluru
- 7 months ago
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Job Description
Job Summary
The Operations Manager is responsible for the strategic and operational oversight of both toll-free and digital channels. This role focuses on unit-wise performance analysis, identifying process improvement opportunities, and ensuring escalation closures and protocol compliance.
Focus Areas
Performance analytics, process improvements, forecasting, and coordination
Key Responsibilities
- Track and report unit-wise conversion and non-conversion KPIs.
- Lead non-conversion cohort initiatives and performance drives.
- Identify process gaps and provide actionable improvement suggestions.
- Manage forecasting across toll-free and digital teams.
- Ensure high-quality standards in all interactions.
- Act as master calibrator across toll-free and digital.
- Close escalation plans at the unit level effectively.
- Drive CPA analysis across zones.
- Manage opportunity and case workflows.
- Monitor adherence to tagging protocols across cohorts.
- Reduction of Unit transfers
Skills & Qualifications
- Bachelors degree in business administration, Operations Management, or a related field (preferred).
- Minimum 710 years of experience in contact centre operations with at least 2 years in a managerial role
- Inbound & Outbound Contact centre Operations
- Strong understanding of contact centre technologies, tools, and metrics
- Excellent leadership, communication, and interpersonal skills
- Ability to handle high-pressure environments and manage multiple priorities
- Data-driven decision-making and analytical skills
- Experience with CRM, ACD, WFM tools (e.g., Salesforce, Genesys, NICE, Avaya) is a plus
- Strong analytical and operational management skills.
- Expertise in escalation and case management.
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: Narayana Health (NH)Location(s): Bengaluru
Keyskills: Conversions Contact Center Operations CPA Day To Day Operations Outbound Call Center Operations Bpo Operations Contact Center Management Inbound Calls SLA Salesforce CRM
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