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EW VM Health Bangladesh LtdVerified
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Bachelor`s degree in any discipline from a reputed university.
Candidates with a degree in Business Administration, Marketing, Management, or related fields will be preferred.
Excellent verbal and written communication skills in Bangla and English.
Strong leadership, team management, and interpersonal skills.
Excellent customer/patient handling and communication ability.
Strong follow-up, persuasion, negotiation, and problem-solving skills.
Target-oriented, proactive, energetic, and self-motivated.
Good command of MS Office and familiarity with CRM/Call Center software.
Ability to analyze Call Center performance data and prepare management reports.
Ability to work under pressure and manage multiple tasks efficiently.
Professional attitude with strong customer-service orientation.
3–5 years of relevant experience in Call Center, Customer Service, Telemarketing, Sales, Healthcare Service, or a similar role.
Minimum 1–2 years of experience in a supervisory/team-lead position will be preferred.
Experience in healthcare, hospital, diagnostic center, medical service, or medical tourism will be an added advantage.
EW Villa Medica Bangladesh is a growing healthcare service provider committed to delivering high-quality Aesthetic and Regenerative medical services EW Villa Medica BD is looking for a dynamic, target-oriented, and experienced Assistant Manager – Call Center & Customer Service to lead and supervise our Call Center operations. The selected candidate will be responsible for managing inbound and outbound calls, generating and managing leads, achieving call and appointment targets, scheduling appointments, ensuring timely follow-ups, and leading the Call Center team to deliver excellent customer/patient service.
Lead, supervise, and monitor the day-to-day activities of the Call Center team.
Monitor and manage inbound and outbound calls to ensure professional and effective communication.
Hands-on experience with CRM/Call Center software, including lead management, customer database management, call monitoring, appointment scheduling, follow-up tracking, KPI monitoring, and performance reporting.
Set, communicate, and monitor daily, weekly, and monthly call targets for the team.
Lead the team in achieving assigned call, lead generation, appointment, and conversion targets.
Manage incoming inquiries and ensure proper recording, categorization, and follow-up of leads.
Monitor the complete lead management and follow-up process from initial inquiry to appointment/conversion.
Schedule, confirm, reschedule, and follow up on customer/patient appointments.
Ensure timely follow-up with customers/patients regarding appointments, inquiries, services, and pending leads.
Monitor individual and team performance against defined KPIs and targets.
Conduct regular performance reviews and provide coaching, guidance, and feedback to Call Center Executives.
Prepare and submit daily, weekly, and monthly Call Center performance reports to Management.
Monitor call quality and ensure adherence to approved communication and service standards.
Handle escalated customer/patient complaints and coordinate with relevant departments for appropriate resolution.
Coordinate closely with Sales, Marketing, Medical/Service, and other relevant departments for effective lead conversion and customer service.
Maintain accurate records of calls, leads, appointments, follow-ups, conversions, and customer interactions.
Identify opportunities to improve team productivity, lead conversion, appointment booking, and customer satisfaction.
Ensure all customer/patient information is handled professionally and confidentially.
Implement effective calling and follow-up strategies to achieve business objectives.
Perform any other duties assigned by the Management from time to time.
Work at office
Full time
Dhaka
Applications for this job are handled on the company's own website.
