DUTIES & RESPONSIBILITIES:

• Able to define daily metrics - AHT, TSF, abandon rate, ASA, etc.; Weekly/Monthly metrics are cumulative of the daily metrics with the addition of QA, FCR & CSAT scores
• Monitor daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards are met across the board referring to a database, a program or reports
• Work with Shift Managers to administer program and implement both client and in-house policy
• Ensure that operations are being managed accordingly on a day-to-day basis
• Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics
• Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary
• Monitor daily all areas of performance metrics to assure that standards are met across the board using the chronicle
• Attend weekly operations review and present action plans to issues that need to be addressed
• Collate and respond to operational issues as reported by Shift Managers ? as needed
• Escalate operational issues beyond level of authority to the Operations Director or the next level of escalation
• Follow the escalation procedures set by the client to report when system needed (system error/downtime) to handle calls are not working effectively
• Submit weekly and monthly ops review report to the Operations Director
• Perform Analysis on monthly Financial estimates, P & L and address variations both positive and negative and report to the Operations director
• Strategies the Man power request, resource request to ensure adequate staffing to successfully run the operations

Quality Management/Standards Compliance Function:

• Minimize or manage at acceptable level the customers? complaints
• Work with Client Relationship manager, and Operations Director to further develop program and implement policy ? as needed
• Work with the Shift Managers and Training and Quality Manager in coordination with other groups in coming up with programs that will help further develop the associates
• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI)
• Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction
• Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensures the center is in compliant with Privacy Rules Standard

Quality Tools: Basic Quality control tools, concepts for statistical analysis:

• Create Dash boards to monitor Daily, weekly & monthly performance
• Create Preventive & corrective action plans for metrics not being met or that needs improvement
• All client communication to be documented through E mail or meeting minutes sent through e mail to ensure critical information are available & archived
• Create Escalation matrix to ensure proper protocols are followed in case of critical incidence
• Create coaching logs for Shift manager and other direct reportees so that periodic evaluation & feedback are provided
• Ensure internal audit reports are looked into, take ownership of issues that need to be closed with proper corrective actions
• Understand the volume forecast sent by the client (if applicable), coordinate with workforce to ensure manpower requests are put in place well in advance
• Understand SOW?s and MSA?s to ensure proper adherence to the contractual obligations
• Monitor attrition report, come out with action plan if necessary in case of high attrition in coordination with the Human resource team
• Maintain all Employees database for employee IDs created and deleted with date stamp
• Conduct skip level meetings or Focus group discussion with the one down to understand the needs and requirement from an agent?s perspective
• Conduct ESAT surveys periodically to understand the pulse of the agents and the overall population of the project
• Create developmental activities for the Shift Managers and the team leaders to ensure backups are created
• Prepare a documented Succession planning

• Staff Development Function:

• Ensure that the Contact Center meets productivity standards ? daily
• Provide daily leadership and motivation to the immediate subordinates
• Conduct monthly one-on-one coaching to Shift Managers and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades
• Devising a strategic communication plan to ensure all changes are relayed on time and accurately
• Create incentives for all staff in conjunction with meeting performance measurements.
• Conduct weekly meeting with Shift Managers and discuss team and program performance, issues and share best practices
• Design development plans for Shift Managers.  Prepare for succession plan if in case the position got vacated in the future
• Initiate and support all employee satisfaction and workplace programs
• Consult personnel / program issues to Operations Director in terms of further decision-making
• Coordinates with client for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrition
• Regularly spot-checks agents on customer handling and provides TLs/Quality Personnel with feedback on areas for improvement

• Others

• Perform tasks assigned by the Director of Operations, Program Lead or Senior Operations Manager
• Prepare composite reports from the individual reports of subordinates
• Communicate as needed with other departments within the Contact Center about operational and personnel issues. Work with the client relationship Manager to provide ideas to ensure business is grown internally

• DUTIES & RESPONSIBILITIES:

  Shift Management Function:

• Able to define daily metrics- AHT, TSF, abandon rate, ASA, etc.; Weekly/Monthly metrics are cumulative of the daily metrics with the addition of QA, FCR & CSAT scores
• Monitor daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards are met across the board referring to a database, a program or reports
• Work with Shift Managers to administer program and implement both client and in-house policy
• Ensure that operations are being managed accordingly on a day-to-day basis
• Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics
• Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary
• Monitor daily all areas of performance metrics to assure that standards are met across the board using the chronicle
• Attend weekly operations review and present action plans to issues that need to be addressed
• Collate and respond to operational issues as reported by Shift Managers ? as needed
• Escalate operational issues beyond level of authority to the Operations Director or the next level of escalation
• Follow the escalation procedures set by the client to report when system needed (system error/downtime) to handle calls are not working effectively
• Submit weekly and monthly ops review report to the Operations Director
• Perform Analysis on monthly Financial estimates, P & L and address variations both positive and negative and report to the Operations director
• Strategies the Man power request, resource request to ensure adequate staffing to successfully run the operations

• Quality Management/Standards Compliance Function:

• Minimize or manage at acceptable level the customers? complaints
• Work with Client Relationship manager, and Operations Director to further develop program and implement policy ? as needed
• Work with the Shift Managers and Training and Quality Manager in coordination with other groups in coming up with programs that will help further develop the associates
• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI)
• Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction
• Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensures the center is in compliant with Privacy Rules Standard

• Quality Tools: Basic Quality control tools, concepts for statistical analysis:

• Create Dash boards to monitor Daily, weekly & monthly performance
• Create Preventive & corrective action plans for metrics not being met or that needs improvement
• All client communication to be documented through E mail or meeting minutes sent through e mail to ensure critical information are available & archived
• Create Escalation matrix to ensure proper protocols are followed in case of critical incidence
• Create coaching logs for Shift manager and other direct reportees so that periodic evaluation & feedback are provided
• Ensure internal audit reports are looked into, take ownership of issues that need to be closed with proper corrective actions
• Understand the volume forecast sent by the client (if applicable), coordinate with workforce to ensure manpower requests are put in place well in advance
• Understand SOW?s and MSA?s to ensure proper adherence to the contractual obligations
• Monitor attrition report, come out with action plan if necessary in case of high attrition in coordination with the Human resource team
• Maintain all Employees database for employee IDs created and deleted with date stamp
• Conduct skip level meetings or Focus group discussion with the one down to understand the needs and requirement from an agent?s perspective
• Conduct ESAT surveys periodically to understand the pulse of the agents and the overall population of the project
• Create developmental activities for the Shift Managers and the team leaders to ensure backups are created
• Prepare a documented Succession planning

• Staff Development Function:

• Ensure that the Contact Center meets productivity standards ? daily
• Provide daily leadership and motivation to the immediate subordinates
• Conduct monthly one-on-one coaching to Shift Managers and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades
• Devising a strategic communication plan to ensure all changes are relayed on time and accurately
• Create incentives for all staff in conjunction with meeting performance measurements.
• Conduct weekly meeting with Shift Managers and discuss team and program performance, issues and share best practices
• Design development plans for Shift Managers.  Prepare for succession plan if in case the position got vacated in the future
• Initiate and support all employee satisfaction and workplace programs
• Consult personnel / program issues to Operations Director in terms of further decision-making
• Coordinates with client for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrition
• Regularly spot-checks agents on customer handling and provides TLs/Quality Personnel with feedback on areas for improvement

• Others

• Perform tasks assigned by the Director of Operations, Program Lead or Senior Operations Manager
• Prepare composite reports from the individual reports of subordinates
• Communicate as needed with other departments within the Contact Center about operational and personnel issues. Work with the client relationship Manager to provide ideas to ensure business is grown internally

• General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS)
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions
• Ensures compliance to the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Health Information Technology for Economic and Clinical Health Act (HITECH)