Assistant Manager, Medical Contact Center

Key responsibilities:

Manage relationships with clients, intermediaries, and service providers to ensure service level agreements are achieved and goodwill with stakeholders is maintained.

Gathers statistical information and participates in internal and external audits; assists with the development and implementation of corrective action plans.

Weekly business operations performance review to address gaps identified for continuous improvements and work with operation teams to implement these actions.

Manage Medical Contact Center staff and resources, provide direction, set goals and ensure that round the clock coverage and accessibility is maintained.

Formulate and maintain Medical Contact Centre metrics and processes for best-in-class experience.

Oversee quality assurance of service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.

Liaises with business operations units and 3rd party service providers to ensure smooth running of outsourced Medical Business Operations including monitoring adherence to service level agreements.

Support the Product Development team by identifying the customer needs and giving recommendations to product enhancements.

Provide daily/weekly/monthly insightful metrics and reports that speak to operations and provision of service to medical functions and customers at large.

Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.

Industries:Health, Wellness & Fitness

Function: Others