Job Summary
We are seeking a Senior Process Executive - HC with 1 to 2 years of experience in Contact Center Support and Contact Center Experience. The ideal candidate will have expertise in IVR and Healthcare Call Center domains. This hybrid role requires a dedicated individual to provide exceptional support and enhance customer satisfaction during working in night shifts (US timing ).
Responsibilities
- Provide exceptional support in a hybrid work model ensuring seamless communication and service delivery.
- Handle inbound and outbound calls efficiently addressing customer inquiries and resolving issues promptly.
- Utilize IVR systems to streamline call handling processes and improve customer experience.
- Maintain accurate and detailed records of customer interactions and transactions.
- Collaborate with team members to ensure consistent and high-quality service.
- Monitor and analyze call center metrics to identify areas for improvement.
- Implement best practices to enhance operational efficiency and customer satisfaction.
- Assist in training and mentoring junior team members to foster a collaborative work environment.
- Stay updated with industry trends and advancements in healthcare call center operations.
- Ensure compliance with company policies and regulatory requirements.
- Address escalated issues and provide timely resolutions to maintain customer trust.
- Participate in team meetings and contribute to process improvement initiatives.
- Support the development and implementation of new call center technologies and tools.
Qualifications
- Possess strong technical skills in Contact Center Support and Contact Center Experience.
- Demonstrate expertise in IVR systems and Healthcare Call Center operations.
- Exhibit excellent communication and problem-solving abilities.
- Show proficiency in using call center software and tools.
- Have a keen eye for detail and accuracy in record-keeping.
- Display a customer-centric approach and a commitment to service excellence.