The candidate will handle two accounts, healthcare and retail. Both are for Customer Service + Sales.
Monitor SLAs and key service deliverables
Review, recommend and implement new methods and procedures to make daily operations efficient
Plan for contingency & staff hiring.
Responsible for staff performance, management, compensation and rewards & Recognition
Develop Review & Governance Framework for the operations & direct operations support teams.
Set KROs for the operational team and ensure that the KROs are aligned to the client SLAs and the overall organizational goals
Drive quality initiatives such as Six Sigma/ COPC to ensure continuous improvement
Manage attrition by implementing measures for retention of work force
Understand client’s processes and suggest modes of value addition.
Mine new business opportunities with the existing clients to maximize revenue generation.
Ensure smooth functioning of the process and compliance to procedures and policy guidelines
Ensure accurate and billing on time