Supervisor - Medicine

2 months ago


Chennai, India Hola health Full time

**Role**:Supervisor - Medicine

**Shift Timings**:4 Days working & 3 Days Off _**(5:30 AM to 5:30 PM)**_

**Direct Reports**:Customer Support & Communications Specialist

**Direct Manager**:Lead - Customer Operations

**Location**: Chennai, India

**A bit about us**

At Hola Health, we are on a mission to advance the future of healthcare in Australia with on-demand GP telehealth consultations & medicine fulfillment and delivery within 3 hours. Our business operations are run in Australia, while our backend operations (tech, operations & support) are run in Chennai, India.

We are a team of talented individuals with diverse backgrounds, working towards delivering on-demand healthcare to Australians.

To know more about the company, kindly visit

**About the role**

**Role responsibilities**
- Manage the Customer Support team roster, ensuring suitable coverage for 24/7 operations
- Monitor the performance of the Customer Support team and ensure KPI’s and SLAs are being met
- Onboarding and training of Customer operation and Support team
- Documenting & reviewing Customer Support processes, ensuring the team operates efficiently
- Monitor support universal inbox and respond to patient/Doctor enquiries
- Present weekly & monthly reports of the Customer Support team
- Manage Customer Support Specialists, Customer Communications Specialists & Call Centre Operators

**What you will be doing first up**
- Audit current activity to understand effectiveness and efficiency.
- Review key performance metrics set by Business Operations Manager (1st response time, ticket resolution time, CSAT etc.)
- Hire and coach Customer Support & Communications specialists on how we operate
- Engage & report to Operations team for scheduling & performance reviews

**Working relationships**
- **Internal**:

- Operations & Support Teams
- **External**:

- Patients, Doctors, and Pharmacies

**About you**

Working in a startup is different. You need to be smart, resilient & self-motivated. You like (calculating) risk taking, grabbing the initiative, and tackling a big challenge. You must be a constant learner, be curious & willing to challenge the status quo. You have strong analytical skills and enjoy using data for better decision making. You are motivated by finding better ways of doing things.

**Bonus points if you have**
- Prior startup experience
- Prior experience in Customer Support/Communication role or Operations
- Managing and scaling Customer Support team

**Remuneration**
- Base salary commensurate with skill & experience

**Our expectations**

We are a fast-paced start-up that often has large, changing projects that require all hands-on deck. We offer a flexible work environment and in turn expect our people to be able to adjust their workload and working hours to be available when demanding projects arise.

If you do not meet all the requirements but you are aligned with our mission, values and are a fast-learning, hard-working individual - please apply We would love to hear from you and immensely value the diverse skills, experience, and ideas you can bring to the team.

**Job Type**:
Full Time

**Job Timing**:
Rotational Shift

**Qualification and Experience**:
Any Graduate with 2-4 years of experience in Customer Operations Supervisor

**Salary**:As per industry standards

**Salary**: ₹400,000.00 - ₹500,000.00 per year

**Benefits**:

- Commuter assistance
- Flexible schedule
- Health insurance
- Internet reimbursement
- Work from home

Schedule:

- Flexible shift
- Rotational shift
- UK shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (preferred)

**Experience**:

- total work: 1 year (preferred)

Expected Start Date: 01/03/2023



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