Head - Contact Centre - Healthcare - GO/JC/2566/2026

Roles and Responsibilities

Develop and execute the contact centre strategy aligned with the organisation’s business objectives and customer experience goals.

Oversee daily operations of inbound and outbound contact centre teams, ensuring optimal resource allocation, performance management, and process compliance.

Drive adoption of advanced contact centre technologies including AI, IVR, CRM systems, and analytics platforms.

Analyse financial reports, forecast trends, and recommend strategic investments.

Design and implement customer engagement strategies to maximise satisfaction, retention, and Net Promoter Score

Skill set

Minimum 20 years of progressive experience in contact centre or customer service operations.

Should have domain experience in healthcare.

Proven track record in managing large-scale teams (500+ employees) and complex, multi-site operations.

Expertise in digital transformation, customer experience management, and service excellence.

Strong analytical, financial, and commercial acumen.

Skills Required

RoleHead - Contact Centre - Healthcare

Industry TypeITES/BPO/KPO

Functional AreaITES/BPO/Customer Service

Required Education Graduation

Employment TypeFull Time, Permanent

Key Skills

• CONTACT CENTRE

Job CodeGO/JC/2566/2026

Recruiter NameMaheshwari Balasubramanian