Operations Lead, Customer Success at Reliance HMO

Description

This role will manage operational systems and processes that support an expanding omni-channel support and customer success function across multiple geographical markets. This role will report to the SVP of Customer Success.

You will be Responsible For:

• Developing and implementing a strategy, plan, and KPIs for operations and international expansion
• Developing forecasting models that track the actual performance against model predictions
• Managing capacity to ensure optimal staffing levels for each channel and market
• Managing external vendors and internal partners that provide systems to support and optimize customer success functions.
• Identifying and working cross-functionally to automate processes
• Removing obstacles to delivering consistently high levels of service
• Managing projects to launch services in new emerging markets
• Managing RFP’s to select new vendors required for new emerging markets

Requirements

• 5 years of experience with operational management of call centers, ideally within the Healthcare industry.
• Experience configuring and managing call center management systems
• Experience with interaction forecasting, capacity, and workforce management
• Strong analytical and data management and reporting skills
• Experience with operations across multiple geographical markets