Manager - Voice/Customer Service Process - eCommerce/IT

A global Business Process Management (BPM) services provider with presence in USA, Canada, UK, Jamaica, India and Philippines.

Please note:

- Experience in US Healthcare Claims (Voice) process OR Customer Service process for Ecommerce or Technology (Computer/Laptop manufacturer) client is mandatory.

- Role requires to work in shifts (day/ afternoon/ night) - maybe rotational

- Location : Global Village Tech Park, Rajarajeshwari Nagar, Bangalore

Role Description

- Manages day to day Operations.

- Define and review KRA of Leads, AMs & DMs

- Process Metrics review with the senior management and the team

- Timely reporting of deliverables like Performance Incentive, Internal Dashboards

- Responsible for timely invoicing.

- Attend to Process Escalation and provide effective solutions

- Responsible for Balance Score Card and its parameters

- Attend to Client calls, Status Meeting and Client Feedback.

- Identifying, recommending and implementing ways to increase the productivity and the quality of the team

- Adherence to company policies

- Control Absenteeism and Attrition in the Process

- Coaches and mentors AMs& DMs

- Ensuring the process meets the defined Service Levels

- Creating Growth Path/Succession Planning for the process

Desired profile

- 6 years or above with 1-2 years as DM or Manager in a BPO

- Experience in US Healthcare Claims (Voice) process OR Customer Service process for Ecommerce or Technology (Computer/Laptop manufacturer) client is mandatory.