Summary
This role involves managing the Member Support Service Center, overseeing a team of 15-20 Team Members. Key responsibilities include setting up the contact center in Gurgaon, managing SLAs, processes, and people. This position reports to an Operations Manager (OM) or Senior Operations Manager (SOM).
Contact Center Operations
- Manage ongoing transitions, SLAs, processes, and people
Setup and Procedures
- Handle the transition and setup of the Contact Center.
- Create Standard Operating Procedures (SOPs) and track go-live progress.
Training and Support
- Get trained and certified to assist Customer Service Representatives (CSRs) with live work.
- Complete assigned tasks within the agreed Turnaround Time (TAT) with 100% accuracy
Team Leadership
- Lead a team to ensure client delivery.
- Strive for zero escalations and errors (E&O).
- Facilitate career pathing and development of employees for advancement.
Performance Management
- Manage SLAs, including queue monitoring, work allocation, and driving problem analysis and resolution.
- Communicate effectively with clients, conduct reviews, and provide timely responses.
- Generate effective and accurate reports of key metrics
Employee Engagement and Improvement
- Conduct employee engagement activities as directed by the business.
- Provide timely updates to internal stakeholders and onshore counterparts.
- Drive process improvements and efficiencies.
Qualifications and Skills:
- 3-7+ years of relevant and overall work experience.
- Knowledge of the Health & Benefits (HB) domain.
- Excellent communication and analytical skills.
- Proficiency in MS Office applications (MS-Excel, MS-Word) and SQL.
- Ability to handle difficult client situations and develop strategic solutions.
- Ability to multitask and demonstrate self-starter qualities.
- Basic knowledge of Quality tools such as Six Sigma, Kaizen, and LEAN is preferred.
- Strong analytical, planning, and organizational skills.
- This is a Work From Office (WFO) role supporting clients for 15x5 hours.
