Lead - Operation
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THE ROLE
Lead - Operations
The Lead - Operations for Full Case Management represents the Service Center which is responsible for delivering timely and accurate customer service through any/any/all the mediums i.e. on phone, web chat. The Full Case Management Specialist post Go-Live/Certification is required to be an efficient communicator who is well versed with CS tools, domains, client plans and provisions. He/she reports to the assistant manager and may be aligned to one or multiple clients across various domains. She/he is required to effectively communicate complex client plans and provisions aimed at driving first call resolution. She/he is expected to provide effective solutions within the scope of defined client plans and provisions helping the participants make an informed decision. He/she will be required to adhere to Client Level & internal Service Level Agreements' and creates a positive participant experience through their knowledge, personal service, confidence building and timely resolution. This role may be leveraged across multiple teams.
RESPONSIBILITIES
- 80% of production time to be spent logged in on calls
- 20% of production time to review claims and take required action
- Handle calls with an approach to deliver positive customer satisfaction
- Articulate complex client plans and provisions in a simplified and understanable manner helping participants make an informed decision
- Maintain internal & client defined quality on calls
- Understands and contributes positively in meeting client SLA's & targets
- Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
- Take complete ownership of self-learning & development
- Ensuring proper documentation and follow-ups and follow SOP's
- Articulate complex client plans and provisions in a simplified and understandable manner to take an informed decision
- Act as a change catalyst, support colleague engagement by enabling a positive environment and improve quality and existing processes
- Ability to innovate with new ideas for continuous process improvement. Identify, share and support operational enhancements.
- Transitions & Mentoring - Actively involved in knowledge transfer and process set-up
REQUIREMENTS
- Graduate in listed discipline (BA, B.Com, BCA aggregate marks of >=55% ( No Gaps / Failure throughout Graduation)
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Work Experience of 6 + years for International Customer Service "Voice"
- Prior Customer Service experience would be preferred
- Excellent verbal and written communication skills with least grammatical errors
- Basic computer operating skills required (MS- Office Applications)
- Appropriate Typing speed to be able to efficiently manage documentation during/post interaction
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Ability to work evening/night shifts
- Good analytical skills & attention to detail.
Benefits
Not included in the source posting: about the role, what you'll do.
Skills
Who can apply
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