DGM – Operations Job Vacancy in Firstsource Healthcare Bengaluru, Karnataka – Latest Jobs in Bengaluru, Karnataka

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Company Name : Firstsource Healthcare
Location : Bengaluru, Karnataka
Position : DGM – Operations

Job Description : Job Description – DGM Operations

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.
Our clientele includes Fortune 500 and FTSE 100 companies.
Job Overview:
Reporting to the GM/VP Operations – The holder of this role is responsible for ensuring smooth workflow on the floor and the overall production targets, productivity, performance and quality. The role entails building a strong and effective operations team and ensures that the team leaders and the associates meet the required standards.
Key Roles and Responsibilities:
Operational:
Assists and supports the GM- Operations in planning, organizing, executing and achievement of production goals and targets.
Provides necessary inputs to the Operations Head on bandwidth, connectivity, database functionality and reporting.
Responsible for optimal/ cost effective scheduling and smooth running of the production shifts.
Schedules periodic meetings with the team and QA team to review performance, audit reports and discuss any corrective measures needed/ initiated because of any deviations.
Implement Process Improvements, coordinate with the Quality improvement team to build effective audit mechanisms & procedures to improve the overall service quality.
Implement productivity improvement through Six Sigma Techniques (Quality).
Maintain staffing and scheduling of department personnel to provide quick response to customer calls.
Actively involve self towards building a culture conducive for employee productivity.
Develops and guides the work structure and workflow, studies and standardizes procedures to improve efficiency and effectiveness of operations, assigns duties and examines work for accuracy, and conformance to policies and procedures.
© Firstsource Solutions Limited l Confidential | November 27, 2020
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Supervises and coordinates the activities of Assistant Managers and Team Leaders to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
Key Performance Indicators:
Individual and team KPI’s metrics
Customer Satisfaction
Employee Engagement and Talent Development
Business Transformation
Reporting Structure:
Reporting to the GM Operations

Qualifications
Success Profile:
Qualification & Experience (Critical and Desirable)
Experience
Critical:
Graduate in any disciplineOverall 10 plus years in the industry & 4-6 years experience in a Managerial roleExcellent knowledge of MS Office and especially ‘Excel’.
Highly Desirable:
Experience in Web -chat process will be an added advantageExperience in Managing total span of 125 – 150 FTE’s

Personal Attributes/Traits Competencies (*Include 1 of the key competency role for TLs and below) Consultative Business Foresight
Socially confident
Influencing Others Achievement oriented Fostering Partnerships With Customers
Decisive and action oriented
Managing Transformation Creative Driving Excellence
Eager to learn
Leading Teams Resilient Working Across Boundaries

Primary Location: India-Karnataka-Bengaluru
Other Locations: India
Work Locations: Bengaluru – Brigade Tech Garden
Job: DGM
Organization: HPHS – Offshore Operations – India

This post is listed Under  Bengaluru jobs

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