Senior Operations Manager at New York Family Dentistry

, tamil nadu, India -

Full Time

Start Date

Immediate

Expiry Date

15 Jan, 26

Salary

0.0

Posted On

17 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Process Improvement, Team Management, Operations Management, Quality Assurance, Automation Tools, Reporting & Data Analysis, Customer Relationship Management, Risk & Compliance Management, Project Coordination, Training, SOP Implementation, Internal Audits, External Audits

Industry

Description

Key Responsibilities Plan, organize and manage the daily operations of the call center to ensure that patient experience and performance objectives are achieved. Develop and implement efficient and effective call center policies, procedures and systems Ensure that customer calls are answered in a timely manner and quality service is provided; Listen to calls on a regular basis to identify areas of improvement and ensure that staff is trained accordingly Shepard the development of a call center performance metric-based culture – including the preparation and delivery of daily, weekly, and monthly reports. Hire, train, coach, and develop call center staff to ensure that they have the skills, knowledge and confidence to perform their duties effectively. Monitor and manage call center staff attendance, time and leave. Ensure compliance with Philippines labor laws and regulations Work with other departments to ensure that there is a smooth and seamless patient experience. Qualifications Bachelor's degree in business administration, sales, or related field. At least 10 years of total call center experience, including at least 5 years of experience as a call center manager (or customer service manager or customer support manager). Experience with leading a team of at least 50 employees, with a strong preference for experience with leading a team of 100 employees or more Proven track record of meeting/exceeding performance goals and managing customer service. Have a high speed internet connection and dedicated workspace in order to work from home Knowledge of call center technology and management systems. Healthcare industry experience is a plus, although not required. General Skills Process Improvement Team Management Operations Management Quality Assurance (QA) Automation Tools (e.g., Flashbot, RPA) Reporting & Data Analysis Customer Relationship Management (CRM) Systems Risk & Compliance Management Project Coordination Training & SOP Implementation Internal & External Audits

Responsibilities

The Senior Operations Manager will plan, organize, and manage the daily operations of the call center to ensure patient experience and performance objectives are achieved. They will develop and implement efficient call center policies and ensure compliance with labor laws while monitoring staff performance and training needs.