Hiring For US Healthcare - Operations Manager(OM)

Dear Applicant,

Hiring for US Healthcare - Operations Manager(OM)

Role: Operations Manager I

DESIGNATION: Operations Manager I

LOCATION: Pune

Qualification : Any Graduate

PACAKAGE : 13LPA

YEARS OF EXPERIENCE: 10-12 years

Key Role and Responsibilities:

• Managing a team of 150 associates with the help of aligned 5 to 7 TLs
• Meet and exceed SLA targets
• Understand operational metrics & have governance to ensure no misses
• Drive performance and exceed the expectations
• Attend weekly and monthly reviews with Internal Stakeholders and Client
• Actively involved in client calls & manage client needs
• Monitor production, efficiency, and schedule adherence tool to ensure high levels of efficiency
• Establish cross skilling plan for the agents
• Develop the team members by providing necessary support and guidance and nominate them for different OD trainings
• Work closely with the team to ensure timely feedback is provided
• Create good engagement levels with team members and reduce attrition numbers
• Handle escalations (team and client)
• Ensure complete participation and contribution in organization/process level initiatives (e.g., Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency
• Achieve stretch targets and make decisions as well as manage complex/ difficult employee situations
• Work as a Single point of contact for all non-operations departments and identify, evaluate & coordinate operational, Admin, IT and HR issues
• Make appropriate recommendations and adjustments to leverage resources, skill changes, post Overtime, or escalate as required
• Attrition Management & Employee engagement
• Ensure leaves for the team are planned so that productivity is not affected
• Coaching and feedback to mid and bottom quartile agents
• Mentoring top quartile performers
• Data collection and analysis of team performance parameters
• Contribute to process improvements and innovation

Key skills and knowledge:

• Good communication and Analytical skills
• Planning and prioritization of schedule adherence
• Proficient with MS Office (Word, Power point and Excel)
• Flexible to work in Shifts (Morning and Night shifts and on Saturday/ Sunday weekly off)
• Ability to motivate under-performers to improve and excel
• US Healthcare expertise - preferred

Interested candidates contact HR Hema@9136535233/ hemavathi@careerguideline.com