SDM - RCM Professional

Join our team as the expert you are now and create your future. We are looking for a Team Manager who will execute day-to-day activities, plan deliverables based on agent availability, and oversee all team members and their activities across client accounts. The role focuses on ensuring that the team meets the required SLAs in both production and quality of work. The manager will handle client escalations, participate in client calls and meetings, and ensure proper feedback is communicated to stakeholders. The role also involves initiating process improvement methods and best practices to drive team performance.

Key Responsibilities

• Oversee and drive team activities to ensure all client accounts meet SLAs and quality standards.
• Identify issues and proactively plan for resolution, ensuring smooth client relations and performance.
• Handle client escalations, participate in client calls, and attend status meetings as required.
• Provide feedback and communicate effectively with stakeholders.
• Implement process improvement methods and best practices to enhance team performance.
• Plan deliverables based on the availability of agents.
• Manage company budget and finances efficiently.
• Demonstrate strong project management, quality control, and resource planning skills.
• Ensure customer service standards are consistently met.

Required Qualifications and Skills

• Excellent communication skills with a neutral accent.
• Strong English written and listening skills.
• Willingness to work US shift timings.
• Proficient in business support software and computer skills.
• Strong ability to manage conflict and offer suitable resolutions.
• Ability to adapt quickly to new and changing technical environments.
• Strong analytical, problem-solving, and quantitative abilities.
• Solid verbal and written communication skills.
• Financial management skills and understanding of SLAs/KPIs.

Qualifications

• Graduate in any discipline, MBA preferred.
• Strong understanding of financials, SLAs, and KPIs.