Operation Manager- Healthcare

Foundever; Hyderabad; Presencial; INR 1 200 000 - 2 400 000; Tempo integral

Resumo da oferta

Foundever is seeking an experienced leader to manage the customer service operations for a large client in Hyderabad. You will drive performance against KPIs such as Service Levels, NPS/CSAT, and QA, while coaching and reviewing team members.

You will oversee weekly client interactions, ensure quality and training, and lead initiatives for process improvements and compliance. Shrinkage and attrition control are critical to the role's success.

Qualificações

• Experience leading large customer service teams.
• Strong track record in achieving Service Levels, NPS/CSAT and QA targets.
• Ability to manage shrinkage and attrition effectively.

Responsabilidades

• Oversee operations delivery for the customer service process.
• Monitor and drive KPIs: Service Levels, NPS/CSAT, Quality Assurance.
• Conduct performance reviews and coaching for team members.
• Engage in weekly client interactions and reporting.
• Lead quality and training initiatives to raise standards.
• Manage team performance and evaluate outcomes.
• Identify and implement process improvements and compliance measures.
• Control shrinkage, attrition, grooming, and revenue generation for end-to-end functioning of the team.

Conhecimentos

Customer service leadership

KPI management

Coaching & reviews

Formação académica

Any Graduate

Descrição da oferta de emprego

Job Description:

Primary Job Responsibilities

• Responsible for operations delivery for the customer service process for the largest
• Key KPIs include Service Levels, NPS/CSAT and Quality Assurance
• People Metrics – Shrinkage and Attrition
• Channel of service – Inbound Voice, Social Media, Chat & Email
• Conducting Performance Reviews and Coaching for team members
• Weekly client interaction
• Quality and Training
• Team management / Performance evaluation
• Process Improvement / Compliance
• Identify and drive continuous improvements and initiatives in process
• Compliance ,Controlling shrinkage & Attrion ,Grooming , Revenue generation , for end to end functioning of the team

Skills/Knowledge/Abilities

Education-Any Graduate

Experience Target-12- 18 Years

Specialized Certifications

Requirements: