Job Description / Responsibilities:

• Strong Performance and People management abilities
• Create and implement action plans for the processes and people not performing up to the desired level
• Must have strong knowledge of Contact center matrices and should be able to create strategies for effective operations.
• Must have strong data analytic skills
• Coach and develop a team agent managing customer data queries/complaints/escalations for a loyalty Business
• Ensure timely deliverables through daily reviews
• Analyze daily performance indicators and encourage awareness and performance improvements
• Manage performance objectives through the use of various Quality Tools
• Manage and exceed all primary & secondary metrics including Client SLAs & Internal SLAs
• Provide leadership, guidance, and feedback on individual performance using various coaching tools and client / internal feedback
• Strong interpersonal skills, as well as verbal and written skills, required
• Participate in various projects and continuous process improvement activities
• Participate/lead client discussions in various forums like business reviews
• Knowledge of quality improvement process including best practice methodologies will be preferred
• Proven ability to make sound business judgments
• Strong execution skills with a focus on clear, realistic & time-bound actions (SMART) goals
• Working knowledge of MS Excel and Powerpoint

Qualifications:

• Bachelor of Science/Master of Science or any other relevant degree in life sciences
• Must have at least 5-7 years of experience in Customer Service and Collections
• Must have end to end knowledge of   US Hospital RCM (Pre-registration, Customer Service, Correspondence, Self-Pay Collections)
• Must have excellent communication skills and should have managed international clients
• Must have experience in managing Contact center processes
• Must have strong knowledge of Contact center metrics and should be able to create strategies for effective operations
• Must have strong data analytic skills
• Expertise in Client Servicing and he/she should have had sufficient exposure to interaction with the client and discussing quality and performance metrics on a daily/weekly/monthly basis
• Independently manage the team with minimum or no supervision and be able to achieve process SLA’s and KPI’s
• Previous experience in setting up and managing a new process independently and interacting with key stakeholders
• Experience in having implemented process improvement initiatives in the past to cover gaps or bring about a quantum shift in quality or efficiency of operations
• Strong analytical skills required as well as the ability to take statistical data and infer organizational implications required
• Should have a clear understanding of the Team management Role and must have Proven Coaching abilities
• Strong Product & Process knowledge

What you’ll get:

• 400k Medical HMO Insurance effective on Day 1
• P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
• Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Highlights:

• Competitive salary package and HMO Benefits
• Direct hire
• Willing to join asap
• Amenable to work in shifting schedule