Executive. Operations. Aster Global Centre - India

Our Story: 

Aster DM Healthcare is one of the largest private healthcare service providers operating in the GCC, with a growing presence across six countries including the UAE, Saudi Arabia, Qatar, Oman, Bahrain, and Jordan. Guided by our brand promise “We’ll Treat You Well,” we are committed to delivering accessible, high-quality care rooted in compassion and clinical excellence. We are among the few integrated healthcare networks in the region with a strong presence across the continuum of care through 15 hospitals, 122 clinics, and over 320 pharmacies. Our core strength lies in our 15,000+ dedicated employees who work together to create an environment where ideas are shared, support is valued, and successes are celebrated.

Our Benefits & Culture: 

At Aster, We Care. We strive to create meaningful & purposeful experiences for our employees. As part of our team, you can contribute to giving back to society. Around the world we employ discoverers and encourage bold innovators. 

Aster DM Healthcare is an Equal Opportunity Employer. We embrace diversity and respect differences that lay the foundation for encouraging creative ideas, building cohesive teams and fostering values and experiences. Our brand's promise of "We'll Treat You Well" deeply resonates with our employees and the communities we serve

Job Title: Executive – Contact Centre

Department: Contact Centre Operations

Role Purpose:
Manage customer interactions, handle escalations, and support team performance.

Key Responsibilities:

- Handle incoming calls with quality
- Manage escalation calls
- Adhere to AHT and SLAs
- Maintain high CSAT
- Support junior associates
- Assist in training
- Ensure compliance
- Handle complaints professionally
- Maintain documentation

Skills:
- Communication & negotiation skills
- Problem-solving ability
- Conflict resolution skills
- Team collaboration

Requirements:
- Call centre experience – Atleast 2 years in same field
- Healthcare knowledge
- MS Office proficiency
- Understanding of AHT, CSAT, SL
- Punctual & Should be Flexible

Additional Responsibilities:

- Floor support
- Process improvement
- Quality initiatives

KPIs:

- CSAT
- Escalation resolution
- Call Quality
- SLA adherence
- Team contribution