Operation Manager - Customer Support - Healthcare Technology Startup

Harsha IT Ventures
  • Bangalore
  • 10-15 lakh
  • 4-8 years
  • 26 Jun 2015

  • Project/ Program Management IT

  • Hospitals/ Health Care
Job Description

Key Responsibilities:

1. Responsible for managing and mentoring the Customer Support team

2. End to end responsibility for customer support through all mediums: Call, Email, Chat and Whatsapp

3. Responsible for the overall metrics related to customer satisfaction, SLAs and quality of the team

4. Responsible for the resolution of a certain category of Partner escalations and related issues

5. Managing and mentoring our process team that is responsible for creation and configuration of our partners in backend (doctors, clinics, departments, appointment slots etc.)

6. Responsible for the overall metrics related to backend configuration related to Quality

Desired Skill Set:

1. Ability to Manage teams

2. Extreme customer oriented approach

3. Very Strong communication skills: both Oral and Written

4. Strong metrics orientation

5. Solution Oriented approach

6. Very strong logical and analytical skills

7. Willingness to deliver under tight SLAs

Experience & Education:

1. 4-5 years of total experience. At least 2 years of relevant Operations experience.

2. Experience in managing call center operations would be valued but not essential

3. Experience in managing a non-voice backend process would be valued but not essential

4. Bachelors degree is a must only from IIT, NIT, BIT

5. Having managed a 5-10 member sized team(s)

Competencies/Skill sets for this job

Operation Manager Backend Operation Mentoring Operations Healthcare

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Harsha IT Ventures