Job Description: Essential Functions
- Manage day-to-day operations to ensure achievement of service level agreements (SLAs), key performance indicators (KPIs), quality standards, and productivity targets.
- Monitor team performance, identify operational gaps, and implement action plans to improve efficiency, quality, and customer satisfaction.
- Lead, coach, and develop supervisors and associates to drive performance, accountability, and employee engagement.
- Ensure compliance with client requirements, company policies, information security standards, and regulatory guidelines.
- Handle operational escalations, client concerns, and service delivery issues, ensuring timely and effective resolution.
- Support workforce planning, scheduling, and resource allocation to meet operational demands and business requirements.
- Prepare and analyze operational reports, providing recommendations to improve business performance and achieve organizational goals.
- Collaborate with internal support groups such as Quality, Training, Workforce Management, HR, and other stakeholders to drive continuous improvement initiatives.
- Build and maintain strong relationships with clients and internal stakeholders to ensure alignment with business objectives and service expectations.
- Foster a culture of teamwork, accountability, continuous improvement, and employee development across the operation.
Performance parameters
- Manage day-to-day operations to ensure achievement of service delivery targets, productivity goals, quality standards, and client expectations.
- Monitor and analyze key performance indicators (KPIs), identify performance gaps, and implement action plans to drive operational improvements.
- Communicate business objectives, client requirements, and performance expectations to supervisors and associates to ensure alignment and accountability.
- Provide coaching, feedback, and development opportunities to supervisors and team members to strengthen performance and leadership capability.
- Monitor team performance and operational effectiveness, ensuring timely intervention and support to achieve business goals.
- Support the implementation of production standards, operational processes, and continuous improvement initiatives.
- Coordinate workforce planning, scheduling, and staffing requirements to ensure adequate coverage and operational efficiency.
- Collaborate with internal stakeholders and support teams to address operational challenges and improve service delivery.
- Ensure adherence to operational procedures, quality standards, client requirements, and organizational policies.
- Identify high-performing employees and support recognition, development, and succession planning initiatives.
- Foster a culture of accountability, engagement, teamwork, and continuous improvement through regular coaching and performance discussions.
- Support employee engagement and retention initiatives that contribute to a positive and productive work environment.
- Handle operational escalations and client concerns, ensuring timely and effective resolution.
- Ensure compliance with regulatory requirements, information security standards, and company policies.
- Build and maintain effective relationships with clients and internal stakeholders to support business objectives and operational success.
Responsibilities: Primary Internal Interactions
- Business Leaders, Operations Managers, and Stakeholders – Collaborate on operational performance, process improvements, workforce planning, and business initiatives to achieve organizational goals.
- Supervisors and Operations Teams – Provide coaching, guidance, and performance management support to ensure service delivery excellence, employee development, and team engagement.
- Support Functions (HR, Training, Quality, Workforce Management, IT, Finance, and other Internal Departments) – Partner on operational requirements, compliance initiatives, process improvements, employee relations, and business support needs.
- Direct Supervisor/Operations Leadership – Provide updates on operational performance, team metrics, escalations, action plans, and business risks while seeking guidance on strategic initiatives and operational priorities.
- Clients and Key Stakeholders – Coordinate on service delivery expectations, operational concerns, performance reviews, and client requirements to ensure business objectives are achieved.
Primary External Interactions
- Clients – Collaborate on service delivery requirements, performance expectations, issue resolution, and continuous improvement initiatives to support operational success.
- Healthcare Academy Team – Partner on training requirements, capability-building initiatives, employee development programs, certification requirements, and learning interventions to support operational and business objectives.
- Business Partners and External Stakeholders – Coordinate on business requirements, compliance needs, process improvements, and operational initiatives that support organizational objectives.
- Vendors and Service Providers – Work with external partners to ensure timely delivery of services, address concerns, and maintain operational and contractual standards.
- Third-Party Partners – Engage with external partners on operational support, workforce solutions, technology implementations, and business improvement initiatives.
- Regulatory and Compliance Bodies – Coordinate and provide necessary support for compliance-related requirements, audits, and operational standards, as applicable.
Qualifications: Education Requirements
- B.Sc Nursing Graduate or Post Basic Bsc Nursing
- Active India Nursing license
- Active USRN license
Work Experience Requirements
- Total work experience should be a minimum of 3 years in the contact center operations.
- At least have a 3-year experience in related field.
IJP Eligibility Criteria
- At least 12 months tenure in EXL
- At least 12 months in the current role
- Should not be on PDP within 6 months from date of NOD
- Should not have received a PIP in the past 12 months
- Minimum of 4.0 rating in the last 6 months (Goal and Competency)
- Must have no issues on Attendance and Reliability (<5% Absenteeism score for the last 6 months)
- Preferably has previous experience in the training field within same process
- Positive feedback from local leadership and their leadership teams
- Communication Skills Requirement (C1 in HLEAP or CEF)
