Business Process Manager

Job Title: Manager – Call Quality & Process Excellence

Location: Hyderabad (On-site)

Company: Life Circle Health Services Pvt. Ltd.

Experience Required: 4–6 years in a call center/tele-calling environment

About Life Circle

Life Circle is India’s leading provider of home healthcare services for seniors. With a presence across major cities, we deliver compassionate, professional caregiving at home. Our services are backed by CareSkills Academy and supported by leading organizations such as IFCI SAGE (Govt. of India), Groupe SOS (France), and the Asia Pacific Care Accelerator by UN Women.

Role Overview

We are looking for an experienced and detail-oriented Manager – Call Quality & Process Excellence to oversee the quality of both inbound and outbound calls. The ideal candidate will have a strong background in managing call center processes and ensuring high standards of communication, compliance, and customer experience.

Key Responsibilities

• Monitor and Audit Calls: Regularly listen to and evaluate inbound and outbound calls across departments to ensure adherence to quality, empathy, accuracy, and process compliance.
• Develop Quality Frameworks: Design call scripts, quality checklists, and SOPs to standardize communication across the team.
• Feedback and Training: Provide constructive feedback to tele-callers and care advisors; identify training needs and coordinate training interventions.
• Performance Reporting: Prepare and share periodic call quality reports with actionable insights for leadership and team leads.
• Process Improvement: Identify gaps in the current telecalling processes and suggest improvements to enhance efficiency and customer satisfaction.
• Compliance and Documentation: Ensure regulatory and process compliance in all client and caregiver-related communications.
• Collaboration: Work closely with the operations, training, and customer support teams to ensure alignment and continuous improvement.

Qualifications & Skills

• Bachelor’s degree in any discipline (Master’s preferred)
• 4–6 years of experience in a call center or BPO environment, with at least 2 years in a quality assurance or team leader role
• Strong understanding of both inbound and outbound call processes
• Familiarity with call monitoring software and CRM tools
• Excellent communication, feedback, and coaching skills
• Analytical mindset with attention to detail and process orientation
• Fluency in English, Hindi, and Telugu preferred

Job Type: Full-time

Pay: ₹21,000.00 - ₹40,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Leave encashment
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Work Location: In person

Speak with the employer
+91 9205237371Application Deadline: 03/07/2025Expected Start Date: 21/07/2025