Qualifications:
? 2-3 years experience in BPO set-up and healthcare is mandated
? Excellent written and oral communication skills
? Strong knowledge of Excel and other Microsoft tools
? Open to undergraduates
? Willing to work on a night shift and can start immediately
? Strong organizational, planning and analytical skills.
? Basic arithmetic and statistical skills for analysis of data and generation of reports.
? Problem solving skills
Job Responsibilities
? Leads a team of 12- 20 customer service associates and motivates them to achieve the team' SLA.
? Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
? Floorwalks regularly for at least 5 1/2 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers;
? Ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
Key Performance Indicators:
? Handles any escalations that an associate is unable to handle, solves process-related queries and handles grievances.
? Listens to calls and coaches the team to enhance performance.
? Monitors the calls/chat taken by the associates and provides them feedback.
Interacts with the quality team to seek feedback on the team's performance and team quality scores.
? Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
? Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
? Organizes training program for the associates.
Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrativerequirements.
? Holds team briefing and de- briefings before and after each shift.
? Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
Initiates and administers the rewards and recognition program for the team.
? Organizes the monthly team outings in coordination with the associates and the team members.
Competencies
? Business Foresight –Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities
Influencing
? Managing Transformation – Ability to work and lead transformations in a dynamic environment
? Fostering partnerships with internal and external stakeholders
? Working across boundaries – collaborative working towards a "One Firstsource" identity
? Decision making and problem solving skills
? Driving Excellence
