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20/05 Deepika Sequeira
Recruitment Team at Practo

Views:320 Applications:87 Rec. Actions:Recruiter Actions:44

Practo - Senior Manager - Support - Doctor Experience - IIM/MDI/ISB/FMS (4-6 yrs)

Bangalore Job Code: 927333

What if, instead of a job, you had a mission? A mission to create the future of healthcare alongside a team of brilliant, passionate people, on a canvas that touches billions of consumers around the world?

It's what we do at Practo.

- Practo is made up of people from diverse backgrounds, united by our mission to help people around the world live healthier, longer lives by simplifying ways to be healthy. Our culture revolves around first principles thinking that leads to daring ideas and we have the freedom and opportunity to turn these ideas into reality. We are dedicated to improving healthcare access for everyone and leaving the world better than we found it.

- Practo is on a mission to make quality healthcare affordable and accessible for over a billion+ Indians. We believe in empowering our users with the most accurate, comprehensive, and curated information and care, enabling them to make better healthcare decisions.

Responsibilities includes but not limited to:

Strategy:

- Owns and builds SOPs across the support function to create a best in class support experience team

- Builds processes to drive efficiency in key areas- Cost, CX and Scalability: assessing cost structure for assets utilization, manpower planning

- Works with product team to give feedback on VOCs and reduction of tickets to transactions

- Creates performance metrics and incentive plans across the support function to drive efficiencies

Execution :

- Ensuring that calls, chats, emails meet the required service level agreements

- Executes processes/ interventions through managers of individual processes

- Ensure that every escalation has an RCA followed by a permanent resolution

- Reduce incoming tickets quarter by quarter through product and process improvement

Performance Tracking & Improvement :

- Overseeing process improvement & adoption metrics by the team

- Tracking productivity targets across support processes

- Co-creates training initiatives to improve performance and process adherence for ops executives

People & Partnering:

- Ensure that the team is updated and trained on all product updates and features

- Tracking productivity targets across support operations

- Improve performance and process adherence for ops executives by closely working with the design teams

Qualifications and Experience:

Experience: 

- 2 to 3+ years of experience in support operations for an inbound and outbound process and overall experience of 4 to 6 yrs

- Proven track record from handling Chat, Call and email processes

- Degree from top IIT/ tier 1/ tier. MBA would be preferred

- Experience with high-growth startups would be desirable

- Experience in planning and leading process at a large scale would be desirable

Desirable Traits and Skills:

- Deep analytical thinking and problem solving abilities

- Should have lead a team of 50+ in the past

- Deep expertise in Operational planning and dealing with complexities

- Extremely versatile, dedicated to efficient productivity

- Highly structured in thoughts & rigour towards execution

- Good people partnering and collaboration skills

Women-friendly workplace:

Maternity and Paternity Benefits

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