Supervisor-Customer Operations

1 - 3 years

3 - 4 Lacs

Posted:2 weeks ago| Platform: Naukri logo

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Work Mode

Remote

Job Type

Full Time

Job Description

(Only Female Candidates) - Remote Opputunity

A bit about us

About the role

Role responsibilities

  • Manage the Customer Support team roster, ensuring suitable coverage for 24/7 operations
  • Monitor the performance of the Customer Support team and ensure KPIs and SLAs are being met
  • Onboarding and training of Customer operation and Support team
  • Documenting & reviewing Customer Support processes, ensuring the team operates efficiently
  • Monitor support universal inbox and respond to patient/Doctor enquiries
  • Present weekly & monthly reports of the Customer Support team
  • Manage Customer Support Specialists, Customer Communications Specialists & Call Centre Operators

What you will be doing first up

  • Audit current activity to understand effectiveness and efficiency.
  • Review key performance metrics set by Business Operations Manager (1st response time, ticket resolution time, CSAT etc....)
  • Hire and coach Customer Support & Communications specialists on how we operate

    Engage & report to Operations team for scheduling & performance reviews

Hola health Customer Operations Supervisor

Working relationships

  • Internal - Operations & Support Teams
  • External - Patients, Doctors, and Pharmacies

About you

Bonus points if you have

  • Prior startup experience
  • Prior experience in Customer Support/Communication role or Operations
  • Managing and scaling Customer Support team Remuneration
  • Base salary commensurate with skill & experience

Our expectations

Job Types: Full-time, Permanent

Benefits:

  • Health insurance
  • Provident Fund

Work Location: Remote

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