Manager EXL/M/1058638

4 days ago

noida, India exl Full time

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

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’s quality policy

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