POSITION: OPERATIONS MANAGER |
JOB DESCRIPTION
- Review and analyze program performance to determine program needs
- Approve personnel activities concerning hiring, training, development and performance management
- Provide written performance appraisals
- Develop metrics to measure growth and performance of the department
- Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage
- Identify and oversees program/problem resolution
- Maximize potential of subordinates through coaching, development and effective performance management methods
- Track client issues and maintains client correspondence and issue resolution
- Support Assure' goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses
- Review workflow to ensure improved
JOB SPECIFICATION
EDUCATION/EXPERIENCE
- Bachelor’s degree graduate
- 6 to 8yrs of BPO experience with min 2 year people management experience
- Process based certification will be applicable post the process training
- Strong knowledge of Windows and Excel – Using Pivot table, V lookup, tracing formulas, running macros
- Detail oriented and able to multi-task to accomplish tasks effectively
- Analyze complex data and make decision for final reconciliation
TYPE OF SKILLS AND PERSONAL ATTRIBUTE
- Dedicated to providing superior customer service
- Naturally great with people—especially on the phone
- Competent with Windows and Microsoft office products
- Strong typing skills
- Excellent analytical, problem solving, and troubleshooting skills- ability to define problems, collect data, establish facts and draw conclusions
- Ability to self-manage, self-motivate and be accountable for assignments and related deadlines
- Ability to think logically, communicate clearly and diplomatically with a wide range of users ranging from RAs to Executive Management and Clients
- Skilled in developing and maintaining key professional customer relationships
- Effective presentation skills are essential for this position
- Exceptional, professional communication skills both written and verbal
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