Process Manager

About the role

Responsible for management of daily operations using resources responsibly for meeting customer service targets and planning areas of improvement and development. This will be demonstrated by achievement of defined service levels within customer. They will provide leadership to Team leaders to plan, execute, measure to maximize customer experience.

What you'll do

• Manage day-to-day operations and direct the team responsible for Healthcare RCM Voice and non-voice process activities
• Manage and meet performance targets for average handle time, Client SLA, quality, and customer satisfaction
• Oversee a group of Team Leads responsible for managing calling agents, with 2 to 3 direct reports and a total of 50 to 60 agents
• Ensure proper integration with operations for effective execution of end-to-end processes
• Maintain quality and efficiency measures within the team in accordance with service level agreements

What you need

• 3–6 years in operations
• Customer service
• Team management
• MS Office
• Voice process
• Problem solving
• Any graduate