In Charge - Call Centre

Job Description

Title: In Charge - Call Centre

Company Name: United Healthcare Services Limited

Vacancy: 1

Age: Na

Job Location: Dhaka

Salary: --

Experience:

• At least 5 years
• The applicants should have experience in the following business area(s): Hospital, Call Center

• Bachelor/Honors
• Masters

• At least 5 years
• The applicants should have experience in the following business area(s): Hospital, Call Center

• Minimum 5–7 years of experience in call centre / customer service operations.  

• At least 2 years in a supervisory or team lead role, preferably in a hospital or healthcare setting.

• Supervise daily call centre operations, including inbound and outbound calls.

• Ensure timely and accurate handling of patient queries, appointment bookings, service information, and follow-ups.

• Monitor call volume trends and allocate manpower accordingly.

• Prepare duty rosters, manage attendance, and ensure adequate staffing coverage.

• Handle complex complaints and ensure proper documentation and closure.

• Coordinate with OPD, IPD, Billing, Emergency, Diagnostic, and other departments for seamless patient service.

• Prepare daily, weekly, and monthly performance reports (call volume, response time, complaints, resolution rate, etc.).

• Ensure effective use of call centre software, CRM systems, and hospital information systems.

• Monitor call recording systems and ensure data accuracy.

• Lunch Facilities: Partially Subsidize
• Festival Bonus: 2

• Medical Benefits for self & family

• Service Benefits

• Annual Leave Encasement