Dr. Shroff's Charity Eye Hospital
Website:
sceh.net
Job details:
Company Description Dr. Shroff’s Charity Eye Hospital (SCEH), founded in 1926 by Dr. Sorabji P. Shroff, is one of North India’s largest tertiary eye care institutes, known for combining compassionate care with advanced medical science. Guided by the belief that sight is a human right, SCEH ensures that at least half of all surgeries are non-paying or highly subsidized, providing high-quality care to people from all backgrounds with equal dignity. The hospital’s network spans Delhi, Uttar Pradesh, Rajasthan, and Uttarakhand, with multiple surgical centers and more than 100 vision centers. Over the past decade, SCEH has served more than 14 million patients while expanding services across cataract, cornea and eye bank, glaucoma, vitreo-retina, pediatric ophthalmology, ocular oncology, vision rehabilitation, public health, and education and training. Through its “Sambhav: SCEH 2.0” initiative, the organization is investing in stem cell research, digital patient care, and training future global eye care leaders for the next century.
Role Description The Call Center Supervisor is a full-time, on-site role based in Delhi, responsible for overseeing day-to-day operations of the hospital’s patient contact center. This role includes supervising call center teams, monitoring call queues and performance metrics, and ensuring timely, accurate responses to patient inquiries and appointment requests. The supervisor will coach and support team members, handle escalated calls, and implement processes to improve service quality and customer satisfaction. Additional responsibilities include collaborating with clinical and administrative departments, preparing reports, maintaining compliance with hospital policies, and supporting training and onboarding of new staff. The role requires consistent presence on-site to coordinate shifts, maintain operational continuity, and uphold SCEH’s standards of compassionate, efficient patient communication.
Job Title: Call Center Supervisor
Experience Required: 5+Years
Key Responsibilities
1. Operations Management
Supervise daily operations of the call centre, including managing call centre agents (Sr. Agents and Executives)
Monitor key performance indicators such as call volume, Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT)
Prepare duty rosters and manage staffing to ensure optimal coverage and service levels
Ensure smooth functioning of inbound and outbound call processes
Support resource utilization and assist in maintaining operational efficiency
2. Quality Assurance
Monitor live and recorded calls to ensure compliance with defined quality standards and protocols
Ensure timely opening and closing of daily operations of the department
Conduct regular call audits and share structured feedback with agents
Provide on-the-job coaching to improve communication, accuracy, and service delivery
Track customer feedback and ensure corrective actions are implemented
3. Systems & Processes
Ensure effective use of CRM and call management systems by the team
Identify process gaps and recommend improvements to enhance efficiency and reduce turnaround time
Coordinate with IT for system-related issues, updates, and implementation of new tools
Maintain accurate records and generate reports for performance tracking
Support data-driven decision-making through regular analysis of call center metrics
4. Training & Development
Assist in on boarding and training of new call centre staff
Conduct refresher training sessions on processes, communication skills, and system usage
Identify individual and team training needs based on performance reviews
Provide performance-based coaching and mentoring
Evaluate effectiveness of training through performance improvement tracking
5. Escalation & Coordination
Handle customer escalations and ensure timely resolution
Coordinate with internal departments for query resolution and service improvement
Ensure adherence to organisational policies, SOPs, and regulatory requirements
Key Skills & Competencies
Strong team handling and supervisory skills
Good analytical and problem-solving abilities
Effective communication and interpersonal skills
Proficiency in CRM systems, call center tools, and MS Office
Process-oriented mindset with focus on continuous improvement
Strong customer service orientation
Educational Qualification
Graduate in any discipline (preferred: Management / Healthcare Administration)
Preferred Experience
5+ years of experience in call center/customer support
At least 1–2 years in a supervisory or team handling role
Experience in healthcare or service industry (preferred)
Key Performance Indicators (KPIs)
Team productivity and adherence to schedules
AHT, FCR, CSAT scores
Call quality audit scores
Escalation management efficiency
Training effectiveness and team improvement
Can Apply -7428898837
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