10+ years’ experience in team management role within contact center environment with extensive understanding of call center operations, technologies, and processes. Please refer to the job advert for further information.
BPM Manager (US based Healthcare Project) - Chennai, India
Chennai Based Position
Operating within US Health Care Sector
Key Purpose of Role:
As a Manager the successful candidate will be responsible for the performance of respective AM’s by ensuring optimum delivery on all agreed SLA’s. To manage, support and develop a team of team leaders. To develop and promote a high performing service culture, an exciting and productive place to work. To ensure resources are effectively utilized
- Eye for details
- Good English Comprehension/communication skills
- Prior experience in US health care domain
- Exposure to MS Office suite
- Ability to provide a clear sense of purpose for the team and organize resources effectively
- Actively contribute to the development of skills of others by managing their performance, providing constructive feedback and providing development opportunities
- Establish/develop good client relationship
- Analyze metrics & transactions to facilitate management decision making
- Ensure that the Daily, Weekly & Monthly reports are being circulated to accurately to internal and external stake holders/customers in a timely manner
- Experience in transitioning processes and ensuring delivery within the specified SLAs and quality
- Self-driven, results-oriented with a positive outlook with a clear focus on deliverables and high quality
- Leadership experience in people management and mentoring
- Good Client interaction/negotiations skills
- Experience managing large teams of data entry operators/processes
- Exposure owing and delivering a process end to end
- Experience in designing solutions for new clients, responding to RFI/RFP from specific business lines
- Suggest new/innovative delivery methodologies in Voice as well as non-Voice BPO processes
- Drive change management across processes as and when needed
- Excellent influencing and interpersonal skills, with the ability to foster relationships at all levels within the business
- Energy and maturity to drive inter-departmental teams to deliver on project goals
- Drive Compliance, Incident & change management to ensure no or minimal impact to business
Key Competencies
- Display capabilities in enhancing the end customer experience by introducing out of the box ideas
- Experienced in setting up End to End platform based project from development to BAU
- Deep knowledge of project management roles and responsibilities
- Strong leadership skills and ability to demonstrate same
- Strong negotiation skills gained in a changing environment
- Proven track record in achieving performance/KPI targets including revenue, profit and margin achievement.
- Ability to inspire and support team, customers and colleagues
- Able to work on own initiative and manage own time and workload effectively
- Confident decision maker, able to work on own initiative
- Commercially aware of process financials, customer centric individual and capable of driving margin improvements on the P&L
Eligibility Criteria
- Minimum Graduate
- 10+ years’ experience in team management role within contact center environment with extensive understanding of call center operations, technologies, and processes.
- Preference of working knowledge about the US Health care domain, processes and procedures
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