Assistant Manager - Call Center Operations and Quality

Assistant Manager - Call Center

· Responsible to ensure the required number of evaluations i.e. Quality, CSAT, Complaints etc. are completed as agreed with clients · In charge of maintaining evaluations completed by the quality team in the central data base as defined by operations/clients · Conducting / attending regular Gauge RNR & Calibrations with team to maintain level of knowledge of the supervisory staff · Gauging effectiveness of daily/weekly briefings and cascading updates to all on the operations floor by conducting dipstick checks on a regular basis · Responsible for super audits to ensure adherence of Compliance and Quality guidelines agreed between operations / clients · Aligning quality analysts to respective teams to ensure the daily / weekly / monthly quality activities are covered with all operational teams · Manages quality related escalations and preparing RCAs with closure with operations and client · Managing shift timings & leaves for the Quality and training team · Manages and takes accountability of grooming quality analysts, trainers and advisors to meet process and functional expectations · Foster team work environment · Maintain team engagement and improve employee knowledge retention & Performance · Being proactive in identifying learning and development needs of the team members/advisors · Managing training department and New hire trainings for the program · Understand the training needs shared by internal and / or external customer(s), manage and improve the performance of the program / process, prepare training plan, coordinate and liaise with various teams to effective execution · To ensure continuous improvement in the training performance of the process · To define, standardize and monitor training and quality parameters and thereafter make recommendations for ongoing improvements. Spearheading continuous improvement in training and quality metrics of the programs and to drive improvement projects across businesses · Establish and maintain communication with clients to understand needs, resolve issues, and meet expectations ATHS- JOB DESCRIPTION Essential Skills: · Be attentive to details · Be able to work in a fast-paced environment · Have strong working knowledge in MS Office applications: Word, excel, & PPT · Be able to adjust quickly and smoothly to changing priorities and conditions · Have ability to interpret data, identify trends, and make suggestions for improvements · Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements · Be pro-active in developing trust and professional rapport with employees and team members; work as a teamplayer · Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner · Problem solving skills Education & Experience: · Minimum Graduate · Should have knowledge of Six sigma and lean methodology · Overall Years of Experience and required Skill Sets: Minimum 6 - 10 years with 4 yrs of people managerial experience in Quality and training · Experience in Customer Service would be preferred in BPO industry (voice) · Knowledge in operation will be an added advantage

Dear Candidate,
We are delighted to introduce you to Apollo Hospitals, a leading healthcare provider in India. With a long-standing heritage spanning many decades, Apollo Hospitals has established itself as a trusted name in the healthcare field, consistently delivering exceptional care with compassion.
Renowned for our state-of-the-art medical facilities, advanced technology, and a highly skilled and dedicated team of healthcare professionals, Apollo Hospitals is committed to providing quality care and ensuring patient satisfaction in everything we do.
Our organization strives to offer comprehensive healthcare services across various specialties and disciplines. From primary care to specialized treatments, we provide a wide range of medical services to cater to the diverse needs of our patients. Our hospital is equipped with cutting-edge technology, modern infrastructure, and an experienced team of doctors, nurses, and support staff who collaborate to deliver the highest standards of healthcare.
At Apollo Hospitals, we believe in fostering continuous learning and innovation. We prioritize research and development to remain at the forefront of medical advancements, enabling us to provide the latest treatments and therapies to our patients. We also emphasize preventive care and wellness programs, promoting a healthy lifestyle and helping individuals maintain optimal health.
Furthermore, Apollo Hospitals holds a strong commitment to social responsibility. Through various initiatives, we strive to make quality healthcare accessible to all members of society, regardless of their socio-economic background. We actively participate in community health programs, awareness campaigns, and outreach activities to promote healthcare education and support underserved populations.
As you join our team, we invite you to embody the values and culture of Apollo Hospitals. Our core principles include prioritizing patient-centric care, fostering teamwork, upholding integrity, and embracing compassion in all that we do. Together, we have the power to make a significant impact on the lives of our patients and contribute to the progress of healthcare in our community.
We are excited about the opportunity to collaborate with you, harnessing your skills and expertise to deliver exceptional care and service to our patients. If you have any inquiries or would like to explore more about Apollo Hospitals, please don't hesitate to contact our team.
Thank you for joining the Apollo Hospitals family. We are thrilled to begin this journey together, striving for excellence in healthcare.
Sincerely, Team HR

Experience Level

Mid Level