The role of a Manager is to contribute to the overall client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for assigned accounts are met and enhanced.Manager-Coding

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

Experience : 8+ years experience in HC domain & coding related field, including 6+ years in management.  Multi-site and Healthcare Industry Preferred

Roles & Responsibilities :

• Needs to have hands on Operations Management experience in the BPO/HC sector, with excellent team and people handling capabilities.
• Excellent in reporting, analysis of data and based on its design course correction plans.
• The person should have experience of managing at least 150+ employees in the span, with directly managing Team Leaders and/or Assistant/Deputy Managers.
• Should ensure optimal performance through hiring, training of new resources and performance management.
• Continuously evaluates the effectiveness and efficiency of the process and people and identify opportunities for improvement.
• Develops and maintains strong relationships with clients and counterparts.
• Performance and Process reporting for clients and Internal stake holders.
• Implement and manage policies, processes and KPIs as set by leadership and monitors regularly to suggest betterment ideas for further improving benchmarks and standards.
• Colloborate with multiple stakeholders such as IT, WFM, client services, implementation, change management, and other support divisions.
• Identify opportunities for process improvement, analyze root causes, suggest solutions, and put them into action in compliance with client/company rules and procedures.
• Ensure adherence to external and internal quality and security standards (HIPPA /ISO)

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

BLR, Surya Wave BuildingIndia