Head of Call Center

# Head of Call Center ## Job Summary The Head of Call Center will lead and scale centralized contact-center operations across all clinic locations. This role encompasses ownership of inbound/outbound lead conversion, appointment booking, and patient query resolution, ultimately contributing to improved patient experiences and increased revenue. ## Responsibilities - Lead and scale centralized contact-center operations for all clinic locations. - Own and enhance inbound/outbound lead conversion, ensuring high appointment booking rates. - Build, train, and manage a high-performing tele-counseling and Customer Relationship Management (CRM) team to drive consultation bookings and revenue targets. - Define Key Performance Indicators (KPIs), call-quality standards, and Service Level Agreements (SLAs). - Leverage CRM and telephony analytics to optimize conversion funnels and maximize agent productivity. - Collaborate with marketing, clinic operations, and doctors to ensure seamless patient journeys and deliver a superior service experience. ## Qualifications - Minimum of **8–12 years** of experience in call-center or tele-sales leadership, preferably within the healthcare, wellness, or aesthetics industries. - Strong people-management skills with a focus on team building and development. - Data-driven decision-making abilities, supported by analytical skills. ## Preferred Skills - Experience with CRM software and telephony systems. - Proven track record of achieving revenue targets in a call-center environment. - Excellent communication and interpersonal skills. ## Experience - **8–12 years** of relevant experience in call-center or tele-sales leadership roles. ## Salary *Salary details are not specified.* ## Growth Opportunities *Career advancement opportunities are not specified.* ## Benefits *List of offered benefits is not specified.*