Customer Service Manager Job at India Full Time

CSR Operations Manager

Responsibilities:

– Oversee daily operations of the CSR team, ensuring prompt and efficient customer

service.

– Develop and implement customer service policies, procedures, and standards.

– Monitor and assess the performance of CSR staff, providing coaching and training as

needed.

– Collaborate with other departments (such as Billing and Medical Scribing) to ensure

seamless communication and issue resolution.

– Manage customer feedback and complaints, ensuring timely and satisfactory

resolutions.

– Analyze operational metrics and develop strategies for improving service efficiency.

– Ensure compliance with company policies, industry standards, and regulations, including

HIPAA.

– Maintain a focus on continuous improvement by identifying areas for service

enhancement.

– Prepare reports and presentations for senior management, highlighting key performance

indicators (KPIs) and operational achievements.

Required Skills and Qualifications:

– 5-7 years of experience in customer service management, preferably within a healthcare

or tech-related field.

– Strong leadership and team management skills.

– Excellent communication and interpersonal skills.

– Experience in process improvement and operational efficiency.

– Ability to manage high-pressure situations and resolve complex issues.

– Knowledge of CRM systems and customer service software.

– Strong organizational and problem-solving abilities.

– Understanding of healthcare regulations and industry standards (e.g., HIPAA).

– Bachelor’s degree in Business Administration, Healthcare Management, or a related field.