Sagility Healthcare

• Salary: Not disclosed
• Location: Bengaluru
• Key Skills: Accounting

Job Description:

Job description Job title: Manager-CC Job Description: DUTIES & RESPONSIBILITIES: Responsible for translating client requirements into production floor activities. Acts as the Supplier Program Manager/Senior Manager of Program Management Internal contact for the overall management and productivity of the operation. Responsible for the management of specified supervisory teams, tracking of overall center efficiency, keeping updated on product and promotion information, providing Supplier Program Management with updates on service provided, and identifying and tracking improvement and value-added opportunities Shift Management Function: Monitor the teams daily performance on all metrics (customer satisfaction ratings, call handling times, service levels & quality grades) to ensure that standards are being met referring to a database, a program or reports. Work with Senior OM in implementing programs, which are both clients, and in house. Represents the site on client calls on specific area of discipline on a weekly basis or as scheduled for product/ system/ process updates best practices sharing, or call calibrations. Attend weekly operations review and present action plans to issues that need to be addressed. Execute data analysis specific to the team for action planning. Collate and respond to operational issues as escalated/ needed. Escalate operational issues beyond level of authority to the Senior Director for Operations as needed. Inform Senior OM when the system needed (system error/ downtime) to handle calls are not working effectively as needed. Submit weekly and monthly ops review report to the Senior Director for Operations. Perform counseling to assigned Team Leaders and/ or Customer Service Associates for performance and/or discipline management. Ensure Team Leaders shift coverage on a daily/weekly basis. Approves/ disapproves request for unscheduled leaves and tardiness and do necessary adjustments to schedules of available manpower in order to meet requirements. Participates in the development of contingency plans, escalation procedures, and disaster recovery plans. Quality Management/Standards Compliance Function: Ensure team s adherence to quality metrics and audit requirements within and/or above standard compliance Ensure that Team Leaders are adhering to the monitoring requirement set forth Ensure that Team Leaders are calibrated in call monitoring Work with the Senior OM to further develop program and implement policy as needed. Work with the Team Leaders in coordination with other groups in coming up with programs that will help further develop the CSAs in delivering metrics. Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI). Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction. Reviews preliminary investigation of disciplinary cases and approves/disapproves/escalates disciplinary actions in adherence to the provisions of the Company Code of Conduct. Participates in the preparation of the department s annual business plan and budget to support HGS objectives and goals. Implement action plans to ensure alignment between the other teams and/or support groups. Analyze situation that arises outside the established guidelines or parameters and be able to evaluate such situation for impact on present guidelines. Gives recommendations and implement these recommendations once approved to ensure process improvement in order to help the program achieve its goals Staff Development Function: Provide daily leadership and motivation to a team of 7-10 Team Leaders. Conduct monthly one-on-one coaching to Team Leaders and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades. Help Senior OM in creating incentives for all staff in conjunction with meeting performance measurements. Conduct weekly meeting with Team Leaders and discuss team and program performance, issues and share best practices. D