Job Description

:

• Demonstrates in-depth knowledge of key performance indicators
• Develops and applies tactics to deliver service level agreements on a day to day basis (forecasting workload / providing requisite staffing / managing day to day technology issues etc.)
• Establishes systems and processes to ensure sustained levels of performance
• Transaction Monitoring to Improve Performance
• Uses appropriate tools / mechanism to report/review performance and take corrective action where required
• Demonstrates ability to anticipate potential problems and take appropriate corrective actions
• Uses quality techniques/tools to improve processes on a day to day basis
• Effectively responds to client requirements at a short notice by realigning priorities

Converts reports into meaningful analysis and quantifiable action

• Medically qualified professionals will be preferred

Experience of Medical review process in BPO / KPO will be preferred

• Manage teams and ensure quality and productivity targets are met
• Motivate team members and control attrition
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Handle escalations
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Collect and provide data required for various audits like ISO/COPC etc.

Ensure that all agents in their process know their goals and how they are linked to the Organization\xe2\x80\x99s quality policy

EXL Service