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.
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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.
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.
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)
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