Operations Executive

Operations Executive

Key Responsibilities:

Ticket Management & Assignment

• Monitor incoming tickets and assign them to the appropriate team members or departments.
• Track ticket status to ensure timely resolution and escalation when needed.
• Maintain service-level timelines and follow up on pending tickets.
  

Process Tracking & Reporting

• Track ongoing operational processes and identify bottlenecks or delays.
• Prepare and share daily/weekly operational RCA and new ideas if any.
• Maintain accurate documentation and logs of operational workflows.
  

Operational Coordination

• Coordinate between cross-functional teams (Support, Quality, Tech, etc.) for smooth execution.
• Support process improvement initiatives and ensure adherence to standard operating procedures (SOPs).
• Handle day-to-day administrative and process-oriented tasks to support operations.
  

Data & Performance Monitoring

• Collect and analyze operational data to identify trends or areas for improvement.
• Assist in preparing performance metrics and process compliance reports.
  

Customer-Facing Responsibility

• Act as a bridge between customers and doctors.
• Make outbound calls to customers if they are not responding to doctors calls or require follow-up.
• Collect details from customers through calls, emails, or messages.
• Handle customer interactions professionally with clarity, empathy, and ownership.
• Coordinate internally to ensure customer concerns are resolved promptly and accurately.
  

Skills & Qualifications:

• 1 - 4 years of experience in operations, coordination, or customer support roles.
• Proficient in Excel/G-Sheets, ticketing systems (e.g., Freshdesk), and reporting tools.
• Strong communication and organizational skills.
• Ability to multitask and work under minimal supervision.
• Excellent call handling and communication skills with a customer-centric approach.
• Analytical mindset with attention to detail.
  

Key Attributes:

• Process-driven and accountable.
• Proactive problem solver with ownership mindset.
• Collaborative and team-oriented.
• Quick learner and adaptable to changing priorities.
  

Work Schedule:

• Day Shift / Rotational / Flexible based on business needs