Operations

As part of your day-to-day work, you will

• Communicate textually as well as verbally with end users.
• Coordinate with customers, labs, hospitals to ensure the service.
• Execute resolution implementations and work towards appropriate balance between quality, promptness and coordination.
• Work with a cross-discipline team of diverse verticals within the Operations team.
• Monitor individual and team performance against defined Key Performance Indicators (KPIs) such as service level agreements (SLAs), response times, accuracy rates, and customer satisfaction scores (CSAT/NPS). Conduct regular one-on-one meetings, provide constructive feedback, and recognize achievements.
• Identify training needs, provide the same, and facilitate skill development programs to enhance team capabilities and career growth.
• Ensure optimal team staffing and scheduling to meet operational demands and maintain efficient service delivery.
• Ensure the team consistently adheres to company policies, procedures, and compliance standards
• Continuously identify and implement improvements in operational processes to enhance efficiency, reduce costs, and improve service quality.
• implementing regular audits to Ensure the team strictly follows Standard Operating Procedures (SOPs) for all operational tasks

Must Haves

• A Bachelors Degree.
• Expert knowledge of operations processes.
• Working knowledge of calling process.
• Good understanding of user grievance redressal.
• Experience of 5+ years in Operations (preferably in the Healthcare Technology Industry)- Good understanding of Hindi and English.
• Proficient in Communication (Written as well as verbal).