Program Manager

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• Planning, developing and managing the quality and productivity of Productionteams 
• Coordinating site wide issues with the SDM/ SDL/Associate Director 
• Aligning with key business partners to serve customers 
• Fostering/maintaining a collaborative relationship with internal and external customers to ensure satisfaction and profitability 
• Working with business partners to identify ways to improve business processes 
• Assisting in building, reviewing and adhering to the annual business plan 
• Controlling expenses and increasing profitability via productivity and quality gains 
• Working with the Supervisors and teams to ensure performance commitments are met and ensure teams are meeting production and quality metrics 
• Ensuring the Production Team and Supervisors continually improve their performance and meets Service Level Agreements/Performance Guarantee goals 
• Reviewing work results of the team and their pattern of handling pharmacy benefits and plans 
• Negotiating solutions, resolving conflicts and anticipating/handling critical situations 
• Developing, motivating and retaining employees and challenging theteam to set ambitious goals 
• Providing regular performance feedback and givingfrequent formal and informal coaching sessions 
• Reconciling daily volumes received with completed and resolve any discrepancies 
• Reviewing Quality Reports and identifying Training Gaps and getting the team trained on the same. 
• Analyzing the quality reports to identifying gaps in the SOP and getting the same updated into the SOPs for effective delivery of output.  
• Should be able to manage attrition,EWS and shrinkage. 
• 365 days 24*7 process 
• No Indian Holiday 

Eligibility Criteria

• Must be a Graduate 
• Min of 4 years experience in Team Handling 
• Minimum of 2 year if experience of international Voice and Chat process 
• Excellent Interpersonal skills. 
• Strong Proficiency in MS Office 
• Sound Reporting/ MIS Skills 
• Exposure to all the facets of Operation Management 
• Excellent communication skills, relationship building and interpersonal skills 
• Has been involved in extensive client interaction 
• Strong Exposure to People management, Performance Management and Client Management. 
• Well averse with Process metrics  
• Should be from US Healthcare industry 
• Healthcare Experience would have an extra advantage 
• Open to Night Shifts.