Job Description
Location: Kochi (Centralized Care Team)
Industry: Healthcare / IVF
Experience: Minimum 5 years (BPO / Telecalling / Contact Center)
Mail your resumes to
About the Role
We are looking for an experienced Customer Experience Manager who can lead, train, and mentor a centralized telecalling team, while ensuring every call reflects the care, empathy, and professionalism Bliss stands for.
This role is ideal for someone who understands how conversations shape trust, especially in sensitive healthcare journeys.
Key Responsibilities Team Leadership & Management
- Manage and lead a centralized telecalling team of 5–6 agents.
- Ensure smooth daily operations, shift planning, and call coverage.
- Act as the primary point of contact for team performance and discipline.
Call Quality & Experience
- Monitor IVR call recordings and evaluate call quality.
- Train agents on soft skills, empathy, tone, and patient-first communication.
- Ensure all conversations align with Bliss brand tone and values.
Training & Mentorship
- Conduct regular training sessions and one-on-one coaching.
- Create, maintain, and enforce call scripts and SOPs.
- Identify skill gaps and continuously upskill the team.
CRM & IVR Management
- Ensure proper usage of CRM systems for lead tracking, notes, and follow-ups.
- Work closely with the tech team to manage IVR flows, auto-calls, and routing logic.
- Monitor missed calls, callbacks, and lead closures.
Conversion & Performance
- Improve appointment booking and walk-in conversion rates.
- Track key performance metrics (call quality, response time, follow-ups).
- Share regular reports and insights with management.
Cross-Team Coordination
- Coordinate with doctors, branch teams, and management to align communication.
- Provide feedback from calls to improve processes and patient experience.
Required Skills & Experience
- Minimum 5 years of experience in BPO, telecalling, or contact center roles.
- Proven experience managing a team of at least 5–6 members.
- Strong knowledge of CRM systems and IVR / calling platforms.
- Excellent communication skills in Malayalam and English.
- Ability to handle sensitive conversations with empathy and calmness.
- Strong leadership, coaching, and people management skills.
Preferred Qualifications (Nice to Have)
- Prior experience in healthcare, IVF, or hospital environments.
- Experience in quality assurance or training roles.
- Familiarity with Whats App calling, auto-calling, and centralized support setups.
Why Join Bliss
- Be part of a growing healthcare brand focused on care-first experiences.
- Play a key role in shaping how thousands of people interact with Bliss.
- Opportunity to build and scale a centralized care team.
- Leadership role with real impact on trust, conversion, and outcomes.
Reporting To
Senior Management / Operations Head
Industry: Healthcare / IVF
Experience: Minimum 5 years (BPO / Telecalling / Contact Center)
Mail your resumes to
About the Role
We are looking for an experienced Customer Experience Manager who can lead, train, and mentor a centralized telecalling team, while ensuring every call reflects the care, empathy, and professionalism Bliss stands for.
This role is ideal for someone who understands how conversations shape trust, especially in sensitive healthcare journeys.
Key Responsibilities Team Leadership & Management
- Manage and lead a centralized telecalling team of 5–6 agents.
- Ensure smooth daily operations, shift planning, and call coverage.
- Act as the primary point of contact for team performance and discipline.
Call Quality & Experience
- Monitor IVR call recordings and evaluate call quality.
- Train agents on soft skills, empathy, tone, and patient-first communication.
- Ensure all conversations align with Bliss brand tone and values.
Training & Mentorship
- Conduct regular training sessions and one-on-one coaching.
- Create, maintain, and enforce call scripts and SOPs.
- Identify skill gaps and continuously upskill the team.
CRM & IVR Management
- Ensure proper usage of CRM systems for lead tracking, notes, and follow-ups.
- Work closely with the tech team to manage IVR flows, auto-calls, and routing logic.
- Monitor missed calls, callbacks, and lead closures.
Conversion & Performance
- Improve appointment booking and walk-in conversion rates.
- Track key performance metrics (call quality, response time, follow-ups).
- Share regular reports and insights with management.
Cross-Team Coordination
- Coordinate with doctors, branch teams, and management to align communication.
- Provide feedback from calls to improve processes and patient experience.
Required Skills & Experience
- Minimum 5 years of experience in BPO, telecalling, or contact center roles.
- Proven experience managing a team of at least 5–6 members.
- Strong knowledge of CRM systems and IVR / calling platforms.
- Excellent communication skills in Malayalam and English.
- Ability to handle sensitive conversations with empathy and calmness.
- Strong leadership, coaching, and people management skills.
Preferred Qualifications (Nice to Have)
- Prior experience in healthcare, IVF, or hospital environments.
- Experience in quality assurance or training roles.
- Familiarity with Whats App calling, auto-calling, and centralized support setups.
Why Join Bliss
- Be part of a growing healthcare brand focused on care-first experiences.
- Play a key role in shaping how thousands of people interact with Bliss.
- Opportunity to build and scale a centralized care team.
- Leadership role with real impact on trust, conversion, and outcomes.
Reporting To
Senior Management / Operations Head
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