Custodian of Excellent Customer Experience

3 days ago

Chennai, Tamil Nadu, India beBeeService Full time ₹ 60,00,000 - ₹ 80,00,000
Leadership Role: Service Representative Manager

This leadership position is responsible for overseeing a team of staff to ensure efficient operations, exceptional customer service, and optimal productivity.

Main Responsibilities:
  • Lead and manage a team of clerical staff in the Customer Service Department to achieve high performance and adherence to company standards.
  • Analyze phone productivity, call volumes, and response times to identify trends and opportunities for improvement.
  • Oversee staff scheduling to ensure adequate coverage and efficiency.
  • Resolve patient complaints in a timely and professional manner.
  • Evaluate and report on staff productivity and performance metrics to senior management.
  • Collaborate with Operations Directors to develop and implement process improvements.
  • Provide training, feedback, and professional development opportunities for clerical staff.
  • Ensure compliance with industry regulations, privacy laws, and healthcare standards.
Key Qualifications:
  • Minimum 5 years of supervisory experience in a call center or medical practice management setting.
  • Demonstrated ability to lead remote clerical teams.
  • Strong analytical skills with experience monitoring productivity metrics.
  • Excellent problem-solving and conflict resolution skills, particularly with customer concerns.
  • Exceptional communication and organizational skills.
  • Proficiency in scheduling and workforce management tools.
  • Familiarity with healthcare operations, patient services, or medical office procedures.

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