Family Summary/Mission -&nbsp; - Responsible for managing Contact Centre and driving customer experience. Position Summary/Mission: - Manage Healthcare contact center &amp; service levels. Managing 100% compliance, process adherence and driving pre- set team targets. - Managing Customer service operations by rendering quality services and maintaining highest level of customer satisfaction. - Lead and guide TMAs and Team leads responsible for monitoring service calls to observe employee demeanour, technical accuracy, and conformity to laid down processes. - Responsible to manage Doctor's performance in terms of adherence of timings, processes, login hours, wrap times, number of calls, optimization of processes and managing the complete vHealth floor. - Responsible for standardization of voice processes, scripting, objection handling, training and implementation of quality measures. - Responsible for driving NPS and C-SAT. - Development of SOPs &amp; policies which govern execution of processes to increase efficiency and effectiveness and reduce conflicts - Implementation of review &amp; reporting mechanisms which a) assist in decision making and b) track compliance to processe - Research and implementation on cross-project / cross-functional / intra-industry / cross-industry best-practices - Plan strategies and action plans to resolve performance barriers as and when required. - Process development/enhancement/Optimization of complete vHealth operations. - Should have a strategic approach with the ability to see the - big picture- and interpret environmental and organizational changes and their impact on the organization. - The ability to navigate through key stakeholders within the organization will be necessary for success and traction. Fundamental Components &amp; Physical Requirements -&nbsp; - The right candidate will be flexible, action &amp; result, oriented self-starter. - Ability to work efficiently in a high demand, team-oriented, and fast-paced environment. - Effective communicator with relationship building and interpersonal skills - Capable of delivering quality customer service. - Strategic and strong analytics - An independent thinker with the conviction and entrepreneurial spirit to manage the function and business in a hands-on manner and the ability to work in a fluid and rapidly changing environment. - Communication - Clear, concise, compelling, honest, and two-way; able to strongly influence decision-makers, based on a commitment to the - consumer voice. - Excellent interpersonal skills with strong teamwork orientation and proficiency and relationship-building with senior executives is required.

Delhi NCR

AGM - Service Delivery Contact Center - Healthcare Plans 

AGM - Service Delivery Contact Center - Healthcare Plans  ,Job Description for AGM - Service Delivery Contact Center - Healthcare Plans  in Quadrangle in  Delhi NCR for (10-18) years of experience. Apply Now!

Job Description for AGM - Service Delivery Contact Center - Healthcare Plans  in Quadrangle in  Delhi NCR for (10-18) years of experience. Apply Now!