Supervisor-Customer Operations

2 days ago

Chennai, Tamil Nadu, India Packapill Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

(Only Female Candidates) - Remote Opputunity

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 )

About the role

We are looking for a Customer Operations Supervisor to join our highly energised team. As a Customer Operations Supervisor with 2-4 years of experience, you will work closely with our Operations and Customer Support teams to ensure we deliver excellent customer support. A successful candidate will have excellent communication and organisation skills.

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 KPIs 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

Hola health Customer Operations Supervisor

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

Job Types: Full-time, Permanent

Benefits:

  • Health insurance
  • Provident Fund

Work Location: Remote

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