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Position

Operations Manager

Company
Company
Wipro Limited
Place
Quezon City, Philippines
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Added: March 20, 2024

Title: Operations Manager

Location: Quezon City, NCR, Philippines


Experience

  • Overall 8-10+ years of Healthcare experience with 2+ year of team Handling experience in clinical Contact Center setup
  • Must have experience in managing a team remotely
  • Must have a valid and active USRN licensure in any state

Education

  • BS Nursing or equivalent

Required

  • Works independently, demonstrates initiative and innovative thinking, clear and concise communication skills.
  • Ability to work on Outcome based metrics.
  • Ability to plan and strategize to meet daily/weekly/monthly goals.
  • Exposure to Team management for at least 2+ years


Responsibilities

  • Ability to teach/coach to improve performance.
  • Ability to introduce innovative ideas of process improvement.
  • Production planning & control, process monitoring, assignment & review of workload.
  • Analyzing SLA parameters with team performance and planning continuous improvement in performance, process optimization, adherence to reporting schedules and maintaining all necessary process documentation as per the process protocol
  • Ensuring deliverables as per client expectations are met with highest satisfaction.
  • Oversees the hiring, on-boarding and training of new hires.
  • Monitor and manage workflow or daily targets to assure timely delivery of agreed SLAs
  • Planning and process development - Innovate to optimize production and constantly improve Production, Quality and Turnaround Time
  • Motivating employees by introducing various beneficiaries & growth opportunity
  • Identify training gaps and work with support team to develop effective plan.
  • Team management - Performance review of team members at regular intervals & allocate proper shift as per project requirement
  • Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations.
  • Ensure periodic reporting and dashboards on the performance and the growth plans.
  • Monthly business review meeting with the client & Stake holders and ensures the resolution of all issues to the satisfaction of the clients.
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