Job Description
Ensure seamless onboarding experience for Healthcare new hires. The primary responsibilities include generating the final list of new hires, coordinating the Day Zero Cadence, managing pre-employment requirements and compliance, facilitating the induction process, endorsing pre-process training, engaging in weekly cadence meetings, and participating in the onboarding program's various phases.
Responsibilities
Team & Performance Management
Lead and manage a team of agents to achieve productivity and quality targets.
Monitor performance metrics, conduct coaching sessions, and provide constructive feedback.
Set clear goals, KPIs, and performance expectations.
Recognize high performance and implement strategies to reduce attrition.
Operational Excellence
Manage day-to-day call operations, ensuring adherence to service level agreements.
Prepare and present performance and operational reports to management and clients.
Participate in recruitment, onboarding, and training of new team members.
Ensure compliance with company and client policies.
Customer Service & Quality Assurance
Oversee customer interactions to ensure professionalism and quality.
Address escalations and resolve issues promptly.
Implement process improvements to enhance service delivery.
Reporting & Analytics
Collate, analyze, and present process-level data for decision-making.
Maintain MIS reports and ensure accuracy and timeliness of submissions.
Support automation and efficiency improvements in reporting processes.
Qualifications
Minimum Grade 12 / Diploma / Graduate (minimum 12 years of formal education).
At least 2 years' experience in a BPO/Offshore environment in a Team Leader or Assistant Manager role.
Strong leadership, communication, and client-facing skills.
Solid understanding of performance management and operational excellence principles.
Proficiency in MS Office and MIS reporting tools preferred.