The role of a Specialist is to contribute to the overall account performance and profitability by implementing action plans, participating in strategic projects which in return will improve and maintain client satisfaction.SME Required for EC Coding

Education : Any graduates or post graduate (preferably science background)

Experience : 3.5+ years experience in HC domain & coding related field

Roles & Responsibilities :

• Provide day-to-day leadership support to supervisors and assists with CPI and KPI requirements.
• Participate in day to day operations meetings to introduce and/or create action plans based on account requirements
• Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis.  Areas for improvement should be targeted at increasing client satisfaction and/or company profitability. 
• Oversee necessary enhancements to client programs or servicing therein.  This may include areas such as staffing, training, attendance and quality.  . 
• Responsible for service quality for all work performed by his/ her employees.  Ensure support is provided to front line employees (SMEs, Producers, Lead Operators)
• Coordinate with Manager Operations to balance needs of individual teams with needs of the entire organization.
• Promote teamwork and cooperative effort. 
• Help train and provide guidance to other Supervisors and CSRs within the organization. 
• Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
• Provide internal and external customers with the highest quality service.

Skills :

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Ability to improve and/or transform teams processes across functions within the organization.
• Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management.
• Strong coaching and leadership skills, ability to develop and motivate employees towards improved performance.
• Ability to delegate and manage work loads and projects across functions within the organization.
• Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.
• Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results.
• Strong operational and financial acumen, executive presence, and the ability to lead multiple sites.
• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
• Advanced customer focus and customer service skills.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Ability to handle reporting, financial analysis (cost-effectiveness, cost-benefit etc.) & budgeting.
• Experience with Client relationship management is preferred.

HyderabadIndia