Team Management & Performance
- Lead, mentor and manage a team of BPM executives.
- Allocate daily targets and monitor individual and team performance.
- Ensure adherence to productivity benchmarks, including calls, connects, appointments and walk-ins.
- Conduct daily huddles, performance reviews and coaching sessions.
- Identify performance gaps and implement corrective action plans.
- Drive employee engagement, motivation and accountability.
- Monitor attendance, roster adherence, breaks and schedule compliance.
Business & Revenue Generation
- Drive appointment bookings and clinic walk-ins through effective lead management.
- Ensure timely follow-up of fresh, existing, missed and reactivation leads.
- Monitor appointment-to-walk-in and walk-in-to-conversion performance.
- Ensure effective pitching of ongoing campaigns, offers and treatment promotions.
- Identify opportunities to improve lead conversion and revenue generation.
- Work closely with clinic teams to maximise customer footfall and business opportunities.
Lead & Appointment Management
- Ensure 100% allocation and timely follow-up of assigned leads.
- Monitor lead ageing, pending callbacks and missed opportunities.
- Ensure accurate appointment scheduling in Zenoti.
- Coordinate with clinic teams to ensure doctor availability and appointment slot accuracy.
- Monitor appointment confirmations, reminders, rescheduling and cancellations.
- Ensure appropriate lead disposition and source tagging.
Quality & Customer Experience
- Monitor calls and ensure adherence to prescribed calling scripts and processes.
- Conduct regular call audits and provide actionable feedback.
- Ensure accurate communication of treatment information, pricing and promotional offers.
- Maintain high standards of customer engagement and experience.
- Identify customer complaints and escalations and ensure timely resolution.
- Drive quality scores and process compliance across the team.
Reporting & MIS
- Prepare and publish daily performance reports.
- Track KPIs against targets and highlight deviations.
- Analyse individual and team performance trends.
- Maintain trackers for lead follow-ups, appointments, walk-ins and conversions.
- Share daily business updates and performance insights with management.
- Highlight operational challenges and recommend improvement initiatives.
Training & Development
- Support new employee onboarding and process training.
- Conduct regular refreshers on campaigns, products, services and systems.
- Identify knowledge gaps through call audits and performance analysis.
- Ensure executives are updated on new offers, treatment protocols and process changes.
- Develop low-performing employees through structured coaching.
Cross-functional Coordination
- Coordinate with clinic managers, doctors, AOMs and other stakeholders.
- Ensure smooth coordination between BPM and clinic operations.
- Resolve appointment-related issues and operational bottlenecks.
- Support campaign launches and ensure effective execution at the ground level.
Required Skills & Competencies
- Strong team leadership and people management skills.
- Excellent communication and interpersonal skills.
- Good analytical and problem-solving abilities.
- Strong understanding of sales, lead management and customer engagement.
- Ability to drive targets and manage performance pressure.
- Proficiency in Excel, MIS reporting and CRM tools.
- Experience with dialer/CRM platforms and appointment management systems such as Zenoti.
- Strong stakeholder management and coordination skills.
Educational Qualification & Experience
- Graduate in any discipline; MBA/BBA preferred.
- 3–5 years of experience in BPO, customer service, telesales or contact centre operations.
- Minimum 1–2 years of team-handling experience.
- Experience in healthcare, wellness, dermatology or the beauty industry will be an added advantage.