Associate Contact Center Lead

Associate CC lead

Labcorp is seeking an Associate CC lead to join our team at Brigade Twin Towers, Yeshwanthpur, Bangalore.

Work Schedule
2nd shift- 2-11 PM IST 5-day working model.

Job Responsibilities

Follow applicable departmental Standard Operating Procedures and Work Instructions. Complete required training according to required timelines. Develop a thorough understanding of unique client specificities. Provide sponsor-specific operational guidance and direction to the CCs. Manage project and technical documentation in an appropriate manner. Perform checks to ensure the quality of work completed. Be a SPOC for all questions from the CC team for their respective client teams across different tasks. Be a SPOC for communication and escalation for the RSCs and global stakeholders, and bring in resolution. Addressing administrative tasks without having the need to directly liaise with clients. Monitor, track, manage, and ensure resolution of all customer complaints, issues, and concerns. Coordinate with the RSCs to ensure client-specific processes and activities are in place. Establish effective communication and rapport.
Work with the global POC for the CC Lead to ensure client requirements are understood and translated to the appropriate team for all requests.
Report back to cluster leads on feedback for tasks/teams based on their interactions with the RSC
POCs. Work as liaison for the RSC POC on the feedback received and take them to a closure. Be the single POC for the team in terms of the process questions along with the SMEs.

Minimum Qualifications

Any Life Science Graduate degree

A minimum of  3-5 years’ relevant experience

Preferred Qualifications

• Strong interpersonal skills
• Strong influencing and negotiation skills
• Demonstrated ability to plan and organize  
• High attention to detail
• Demonstrated ability to collaborate
• Knowledge of Microsoft Office applications

Additional Job Standards

None

Labcorp is proud to be an Equal Opportunity Employer:

Labcorp strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications and merit of the individual. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law. 

We encourage all to apply

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Experience Level

Mid Level