Job Description

Job Duties and Responsibilities:

• Work across customer-facing teams to ensure transactional process results in best-in-class customer experience. 
• Develop, implement, and manage processes across all customer touchpoints. 
• Provide accurate and timely communication to internal stakeholders on the overall health of the team status and its deliverables. 
• Escalate issues as needed to appropriate management levels and follow through to resolve them. 
• Communicate with Business / Functional leaders regularly, providing feedback on the team’s performance via Monthly Operational Meetings, Quarterly Business
• Reviews, and Annual Business Reviews. 
• Drive the team’s Key Performance Indicators and sales quota. 
• Ensure client's service and performance requirements are met. 
• Collaborates with clients on training, WFM, and volume requirements. 
• Collaborates with clients on process and quality 
• Implement, and track Client Management-led initiatives to drive continuous improvements.  
• Coach and provide performance feedback to team members in a regular basis. 
• Analyze and report performance trends and recommend solutions to the gaps/opportunities identified. 
• Assigned work allocations to team members to ensure productivity. 
• Conduct team meetings/huddles to discuss the team’s performance, goals, and strategies. 
• Provide direction to others according to established policies and management guidance. 
• Handle escalated calls that need immediate attention. 

Job Required Qualification:

• At least 2 yrs. of supervisor experience handling sales accounts (preferably healthcare) 
• Demonstrated ability to inspire and lead teams through difficult circumstances and rapid growth. 
• Ability to identify areas needing improvement and relentlessly pursue process excellence. 
• Impeccable written and oral communication skills 
• Bachelor’s degree (preferred) 
• Startup / rapid growth experience (preferred)