Summary role description:

Hiring for Senior Operations Manager (Healthcare) for global leading BPO Service and digital solution provider.

Company description:

Our client is aleading US Headquartered digital outsourcing company that empowers the world's most innovative companies to deliver exceptional customer experiences, drive efficiency, and growth. With a passion for innovation and a people-first approach, they leverage cutting-edge technology, AI, and machine learning and expertise to drive efficiency and growth and \to solve complex business problems. They are a team like no other, providing digital CX, consulting, Trust & Safety, AI Services and more to their clients across social media, ecommerce, gaming, Hi-tech, Fin Tech and more. They partner with the world’s most innovative brands to support their clients in their long-term goal and vision They were recently certified as Best Companies for Career Growth and the Best Company for Diversity having more than half their workforce as women.

Role details:

• Title / Designation: Senior Operations Manager
• Reporting manager- Director of Operations
• Location: Gurugram
• Work type: In office

Role & responsibilities:

• Oversee and direct the activities of several campaigns along with all Operations Managers, Team Leaders and Staff assigned to his campaigns
• Responsible for the regular and often daily interactions with all the company departments/ campaign team leaders and the whole management team
• Maintain an open line of communication between staff and senior management.
• Ability to run the aspects of operations which include but not limited to monitoring operations staffing, provide temporary coverage and training, provision of excellent clientele service, problem resolution
• Guide Operations Managers in a meeting of all team & individual goals
• Develop individual & team goals and implement a plan to carry out objectives.
• Ensure compliance with all established policies and procedures and assist the Operations Director in crafting operations procedures.

Candidate requirements:

• Minimum 10+ years’ experience in international BPO Operations and Management, with a proven track record of handling large teams and delivering results
• Must have experience in handling at least 300 FTEs.
• Rich exposure on healthcare domain (US Healthcare).
• Should have expertise into voice process.
• Strong computer skills, especially in using MS Office applications and Google applications.
• Excellent verbal and written communication skills.
• Comfortable with 24*7 shift.

Selection process:

• Discussion with Director of TA  
• Discussion with VP of Operations
• Discussion with Director of Operations
• HR discussions