Assistant Manager - Operations

Role/ Responsibilities

• Serves as a content model expert and mentor to the team regarding practice standards, quality of interventions, problem resolution and critical thinking
• Monitor transactions with an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Provides inputs on process and system to the team members.
• Client Interaction, where required at the level of Supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security

Performance Parameters

• Team Quality performance
• Team Productivity performance
• Team Customer Satisfaction and engagement performance
• Team Reliability, Attendance and schedule adherence
• Level of subject matter expertise

Required Qualifications

• Finished 2nd year College Level
• Ability to interpret assignments and understand department strategy
• Adaptable with the ability to thrive in a fast paced environment with strong attention to detail
• Capacity to multi-task, including use of multiple computer applications simultaneously
• Effective verbal and listening communication skills
• Experience making decisions and working independently with little supervision
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• BPO calls/backoffice experience of at least 2-3 years
• Healthcare experience is preferred but not requried
• 1 year team handling experience