Call Center Manager

Fatima Memorial Hospital, Lahore is seeking an experienced and customer-focused professional for the position of Call Center Manager to lead centralized patient-access operations and ensure responsive, accurate and high-quality service across all communication channels.

Key Responsibilities
• Lead daily call center operations, including staffing, shift rosters, queue management and workload allocation.
• Establish and monitor key performance indicators (KPIs) for the Call Centre Department, covering response time, call abandonment, call quality, first-contact resolution and appointment booking performance.
• Ensure agents have accurate, up-to-date information by developing and maintaining a centralised knowledge base in coordination with Hospital Operations, covering consultants, clinics, departments, diagnostics, appointments and patient services.
• Oversee and optimise appointment booking, rescheduling and modification processes, coordinating with relevant hospital departments to improve efficiency and resolve patient-access issues.
• Implement a quality assurance (QA) framework with defined metrics, regular call reviews, performance scorecards, targeted coaching and refresher training to improve service quality.
• Manage patient complaints and sensitive calls through appropriate escalation and resolution protocols, ensuring urgent clinical matters are directed to the relevant clinical/emergency channels.
• Analyse telephony and CRM data to identify call trends, peak periods, missed calls, repeat contacts and service gaps, and prepare management reports with actionable recommendations for operational improvement.
• Lead approved outbound calling activities, including appointment reminders, patient follow-ups and missed-call callbacks, while maintaining privacy and script compliance.
• Maintain accurate records and confidentiality and prepare weekly/monthly performance dashboards.