US Customer Service Manager (International Voice Process) in Staffingly, Inc

Job Description

Alappuzha, Kerala

10 days ago Full–time 

Job description
Join Our Team at Staffingly, Inc.

Job Title: US Voice Process – Customer Service Manager

Location: Hyderabad, Noida or Pune

Shift Timings: INDIA NIGHT SHIFT (5.30PM IST_2.30AM IST)

Job Description:

The ideal candidate will be adept at multitasking and possess a strong understanding of healthcare workflows to ensure seamless integration with client operations.

Key Responsibilities:

Appointment Scheduling:

Handle booking, cancellations, rescheduling, and follow-ups to maintain an organized patient flow.

Telemedicine Support:

Assist with virtual appointment setup, resolve technical issues, and onboard patients for telehealth consultations.

Staff Monitoring:

Monitor, guide, and support staff to ensure high-quality service delivery and adherence to company policies.

Client Communication:

Maintain regular communication with clients, address their concerns, and ensure service satisfaction.

Employee Handling:

Effectively manage employee concerns, promote a positive work environment, and ensure adherence to company policies.

Escalation Matrix:

Develop and follow an escalation matrix to resolve complex issues promptly and ensure a smooth workflow.

Performance Metrics & Reporting:

Track and analyze team performance metrics, generate reports, and implement strategies to improve efficiency and patient satisfaction.

Training & Quality Assurance:

Provide training for new hires, conduct regular quality checks, and ensure adherence to healthcare compliance standards.

Benefits
Provident Fund contributions for financial security. ⏰ Overtime and holiday pay for additional hours worked.

Alappuzha, Kerala