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Position: Call Center Head Retail Pharmacy Location: Surat, Gujarat Experience: 815 Years (preferably in healthcare or retail pharmacy call centers) Role Overview: The Call Center Head will lead and manage the retail pharmacy call center operations in Surat, ensuring world-class customer service, efficient handling of inquiries, prescription support, and operational excellence. This role requires strong leadership, strategic planning, and performance management to maximize customer satisfaction and support business growth. Key Responsibilities: Lead the overall day-to-day operation of the retail pharmacy call center to ensure timely and accurate customer support and service delivery. Develop and implement strategies to improve call center efficiency, reduce wait times, and enhance customer experience. Manage team recruitment, training, coaching, and performance evaluations to develop a highly skilled and motivated call center staff. Oversee call volume management, scheduling, and resource planning to meet business demands. Monitor key performance indicators (KPIs) such as call resolution rates, customer satisfaction scores, average handling time, and call abandonment rates. Collaborate with pharmacy operations, marketing, IT, and sales teams to align call center processes with business goals. Handle escalated customer complaints and complex inquiries with professionalism and timely resolution. Analyze call center data and prepare reports for senior management to drive continuous improvement. Ensure compliance with regulatory requirements related to healthcare and patient data confidentiality. Manage budget and cost control for call center operations. Qualifications & Skills: Bachelors degree or higher; specialization in healthcare management, business administration, or related field is a plus. 815 years of experience in managing call center operations, preferably in retail pharmacy, healthcare, or related sectors. Proven leadership skills with the ability to motivate, guide, and develop large teams. Strong knowledge of call center technologies, CRM systems, and telephony platforms. Excellent communication, problem-solving, and interpersonal skills. Ability to work under pressure in a high-volume environment. Familiarity with healthcare regulations and pharmacy operational processes is advantageous. Proficiency in MS Office Suite and call center analytics tools. Key Attributes: Results-oriented leader with a customer-first approach. Strong analytical and strategic thinking abilities. Effective decision-maker with a proactive problem-solving mindset. Ability to foster a collaborative and high-performance team culture. .
5,084 call center jobs open right now — here's where they are
Most are in one country. Use that to narrow your search and stand out.
5.084Jobs
3.901CO
10%EN
WorkMundi has 5,084 open call center roles in our database today. Colombia alone accounts for 3,901 of them. If you speak Spanish and can work in a Colombian time zone, you have a huge advantage — start there. If you don't, India (223 jobs), the US (127), Brazil (126), Ecuador (91), and the Philippines (68) are your next best options.
About 530 of these job ads have their text written in English. That's 10 percent. The rest are posted in other languages, which may or may not match the language the job actually requires. Read the full ad carefully — do not assume the language of the posting tells you what you'll speak on calls.
The top hiring employer is COMPUTRABAJO, which posted 2,558 of these roles. If you apply there, you are competing with thousands of other candidates for the same handful of openings. Smaller employers like !Multinacional bancaria (152 jobs) and Importante multinacional (142 jobs) may move faster and give you a better chance to stand out.
When you interview, hiring managers for call center roles always ask about your conflict resolution skills. Have a specific story ready — a time you stayed calm with an angry customer, found a real solution, and made them feel heard. Practice it out loud before you apply. Use WorkMundi's free browser-based interview rehearsal to record yourself, or try the paid AI interview tool that listens live and transcribes your answer.