Manager / Senior Manager/ Gm/SGM — HALO Operations
Role Summary Omega Multi-Specialty Hospital is building HALO, its patient acquisition and experience command-centre function, from the ground up. This role will be the operational second-in-command to the Head of HALO and will help build, stabilise and scale operations across patient acquisition, contact centre, CRM, voice/dialler technology, analytics, quality, people and omnichannel patient engagement. Key Responsibilities · Run daily inbound and outbound contact-centre operations. · Support AI-first patient interaction, AI-initiated outbound follow-up and human escalation. · Manage lead lifecycle from new lead through contact, qualification, appointment, follow-up, dormant and reactivation. · Understand CRM and dialler backend reports, campaign/queue logic, dispositions and data reconciliation. · Work with IT/vendors on IVR, ACD, DID, SIP/VoIP, dialler, CRM and integrations. · Build daily/weekly/monthly MIS, dashboards and executive review packs. · Analyse source performance, conversion, productivity, quality, staffing and revenue-linked outcomes. · Use advanced Excel to reconcile, model, analyse and present operational data. · Manage Team Leaders/agents and coordinate QA, training, WFM, IT, marketing, finance and patient-facing functions. · Drive coaching, adherence, productivity, performance management and engagement. · Help establish SOPs, policies, escalation matrices, QA frameworks, dispositions and reporting governance. · Support vendor SLA reviews, issue escalation and commercial discussions. · Participate in testing, UAT, cutover and go-live of the new contact centre. · Prepare management presentations for the Head, CEO, investors and senior stakeholders. Pay: ₹116,667.00 - ₹166,667.00 per month Benefits: Health insurance Leave encashment Paid sick time Provident Fund Work Location: In person
Наблюдалась 2026-09-15, впервые 2026-08-27, источник — Indeed.