About Neuro Equilibrium:

NeuroEquilibrium is a pioneer in the field of vertigo and balance disorders aiming to provide

advanced and economical diagnosis and treatment to people suffering from these conditions. We are making groundbreaking innovations in this field by developing indigenous vertigo diagnostic systems which operate on cutting-edge cloud technology. We are the largest and only chain of Vertigo, dizziness and balance disorders globally.

NeuroEquilibrium has over 150 clinics in India and has installations in top hospitals including AIIMS Delhi etc. The company is well funded with investments from Kotak Ventures, Unicorn India Ventures, RVCF etc

To know more about Neuro Equilibrium, please visit: https://www.neuroequilibrium.in

Role Overview:

Neuro Equilibrium is looking for Head - Call Center & CRM for Gurugram location. This role will be leading entire Call center management and CRM initiatives of the organization along with a team of executives.

What is the role like:

In the capacity of Head - Call Center/Contact Centre & CRM, Potential employee will be responsible for end-to-end call center management & CRM along with leads and demand generation responsibility. Additional responsibilities, this role will have, are as below:

- Formulating and executing effective call center best practices as per industry standards.

- Will be managing complete lead generation conversion activities through the call center & CRM processes.

- Will be handling a team to manage customer interactions.

- Will be responsible for overall call center & CRM operations and will have to ensure to highest level of productivity while working towards overall monitoring of the system.

- Will be seeing and analyzing customer interaction trends and analytics data to make complex decisions and maximize leads conversions.

- Will be working with the team to design and execute customer satisfaction campaigns.

- Will be Collaborating with cross functional teams to optimize user experiences and driving operational efficiency.

- Will be devising CRM campaign strategy utilizing different CRM tools to convert funnel exits

- Funnel management for call Centre and CRM

- Data segmentation, segregation and analysis

- Reporting funnel and productivity KPI's utilizing data analytics tool.

- Team management driving team engagement, rewards & recognition for retention

- Process automation for improving productivity

- Training and demonstrating on the floor for driving productivity.

Skills do we look for:

- Strong interpersonal skills.

- Proven experience with call center operations / BPO Operations / Customer service/B2C CRM management with health care for large pool of customers.

- Specialized in operations management, client and customer management, process management etc.

- Data driven, analytical and enthusiastic, with a proven track record.

- An excellent communicator and goal oriented.

- A good researcher about the latest technology trends in the field of call center and customer service operations.

- Prior experience of managing/ interacting with call center along with CRM experience is a must

- Should have a positive, collaborative and solutions focused personality.

- Leadership skills and qualities to handle, manage and mentor entire call center team & CRM team.

How to Apply:

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