Operations Control Center Executive (Call Center)

About the role

Medanta is seeking an Operations Control Center Executive to oversee its home‑care call centre in Gurgaon. The role ensures smooth service delivery, manages appointments and resolves customer issues, contributing to high patient satisfaction across Medanta’s expanding network of hospitals and clinics.

Key responsibilities

• Manage home‑care appointments including sample collection, nursing visits, medicine delivery, vaccinations, caregiver and physiotherapy services.
• Handle inbound and outbound calls, address customer complaints and conduct follow‑ups.
• Maintain up‑to‑date knowledge of Medanta’s home‑care services and processes.
• Track performance metrics and propose improvements to enhance the customer experience.
• Execute operational tasks assigned by the supervisor within a six‑day work schedule.

Required profile

• Minimum 2 years of experience in the healthcare, service industry or BPO environment.
• Strong verbal and written communication abilities.
• Analytical mindset with quick decision‑making skills.
• Positive, proactive attitude and a “can‑do” approach.

Required skills