Job Description

KEY RESPONSIBILITIES:

? Supervise and manage a team of associates in a non-voice international process.

? Monitor daily operations, ensure SLA, TAT, and AHT targets are met, and maintain high accuracy and productivity levels.

? Assist in meeting the SLA targets/TAT set by operations for the Helpdesk team.

? Ensure the team consistently meets or exceeds quality parameters, including AHT, SLA, and KPI benchmarks.

? Prepare and manage the team roster, ensuring adequate coverage across shis.

? Handle and control attrition and shrinkage to maintain a stable and effective team

? Conduct coaching and development sessions to enhance team performance and individual growth.

? Provide onboarding and training for new team members on proper service methods, processes, and best practices.

? Evaluate service delivery using quality assurance programs and implement corrective actions when needed

? Escalate issues to the appropriate stakeholders when standard procedures do not yield resolution.

? Act as the point of contact for client escalations and ensure timely resolution of issues.

? Drive process improvements and operational efficiency through regular performance analysis.

? Prepare and share daily, weekly, and monthly performance reports.

? Ensure full compliance with company policies, client guidelines, and data security standards.

? Coordinate with cross-functional teams to ensure smooth workflow and issue resolution.

QUALIFICATION:

? 2-3 years of experience in an international BPO (non-voice process)

? Strong understanding of BPO operations and quality metrics.

? Excellent written and verbal communication skills.

? Experience in handling process escalations and client interactions.

? Ability to motivate and manage a team in a high-pressure environment.

? Flexible to work in night shis or rotational shis as required.

? Any corporate experience (Healthcare Preferred)

Job Types: Full-time, Permanent

Pay: ₹58,833.40 - ₹66,113.05 per month

Benefits:

Flexible schedule Health insurance Paid time off Provident Fund
Application Question(s):

Do you have prior experience in international / US process? ANy experience in healthcare process or industry? total years of experience? Current ctc? Expected ctc? Notice period?
Work Location: In person