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Call Coaching Advisor : Sri Lanka (Remote)

Ekwa Marketing

Key Facts

Remote From: 
Sri Lanka
Full time
Senior (5-10 years)
English

Other Skills

  • •
    Coaching
  • •
    Time Management
  • •
    Teamwork
  • •
    Communication
  • •
    Problem Solving

Roles & Responsibilities

  • Proven ability to review and analyze calls to deliver actionable feedback that improves call quality, patient experience, and conversion rates.
  • Strong data analysis skills to identify trends, patient concerns, and opportunities to support client goals; ability to generate clear insights and recommendations.
  • Proficiency with call tracking, analytics, and reporting tools; accurate guideline adherence and tagging in call systems.
  • Excellent communication and coaching skills; ability to collaborate with clients and internal teams, manage time effectively, and adapt to evolving standards; willingness to learn.

Requirements:

  • Coach front office teams on effective call handling to improve patient experience and new patient conversions.
  • Monitor inbound calls, analyze trends, provide actionable feedback, and deliver tailored coaching to enhance patient engagement and appointment scheduling.
  • Support the call review team through regular reporting and performance analysis, providing insights to improve call processes; assist in bi-weekly/monthly call reviews with timely reports.
  • Develop strategies to meet client goals, stay updated on best practices and innovative training, and adapt coaching approaches to evolving company standards and market needs.

Job description

Call Coaching Advisor
Work from Home 
The Call Coaching Adviser/Analyst is responsible for improving new patient call conversions by coaching front office teams on effective, patient-centric call handling. The role involves monitoring and reviewing inbound calls, providing actionable feedback, and delivering tailored coaching to enhance patient engagement and appointment scheduling. Additionally, the adviser supports the call review team through regular reporting and performance analysis, offering insights to improve call processes. The position requires a strong understanding of call conversion goals, continuous improvement, and adaptability to evolving company standards and market needs.
 
Main Goals:
  • Coach front office teams to improve call handling and new patient conversion rates through patient-centric interactions.
  • Monitor calls, analyze trends, provide feedback, and identify improvement areas.
  • Assist in bi-weekly/monthly call reviews, providing insights and reports on new patient call activities within given deadlines while maintaining standards and accuracy of outputs.
  • Develop strategies to meet client goals and improve call handling and patient engagement.
  • Stay updated on best practices and innovative training, and call strategies.

Role Expectations:
  • Ability to coach front office teams on effective call handling to improve patient experience, satisfaction, and new patient conversions.
  • Proficient in reviewing and analyzing calls to deliver actionable feedback that improves call quality and performance.
  • Strong ability to analyze call data and generate insights on conversions, key patient concerns, successful practices, and trends to support client goals.
  • Ensures accurate and thorough inbound call reviews, including guideline adherence and precise tagging in the call tracking system.

Nice to Have:
  • Ability to manage time effectively across coaching, call reviews, analysis, and reporting to meet deadlines.
  • Willingness to learn continuously and adopt best practices and new tools to improve call handling.
  • Strong interpersonal skills to collaborate with clients and internal teams to drive improvements.
  • Ability to clearly communicate insights and performance trends with actionable recommendations.
  • Tech-savvy, with comfort using call tracking, analytics, and reporting tools to monitor performance.

Benefits, Work Hours & Expectations
  • BizyCorp offers a compelling package:
  • Schedule your 8-hour workday within the specified time frame. Since we are 100% virtual, we can create a flexible work schedule for 4 hours to be covered between 6pm to 10pm, and the remaining 4 hours to be covered between 10pm - 4.00 am.
  • Work-from-Home: Enjoy the convenience of remote work.
  • EPF/ETF: Enrollment in Sri Lanka’s employee provident and trust funds.
  • Legal Compliance: Adherence to the Sri Lankan Shop and Office Act.
  • Salary: Starting at 90,000 LKR (including basic pay and allowances), with a potential increment after a 6-month probation.
  • Additional Perks include: Paid leave, selected training/certification programs, and performance-based annual rewards.
  • Global Exposure: Work with international clients and a diverse team of 250+ employees worldwide.

We do not offer part-time roles, so we only apply if you are serious about committing your full-time commitment to our company.

Apply Now :

 
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