Deputy Operations Manager for Medical Device Account l QC

2 days ago

Cebu City, Central Visayas, Philippines Trinity Workforce Solutions Full time ₱1 - ₱2 per year


Job Description

PRINCIPAL RESPONSIBILITIES:

  • Owns and ensures service delivery is as per agreed terms and conditions
  • Reviews and ensures regular reporting of overall performance and improvement plans to all Projects process owners.
  • Reviews & follows up on the disciplinary actions taken in the process.
  • Pro-actively communicates with process owners all relevant issues needing immediate attention.
  • Ensures proper staffing levels to achieve Services Levels
  • Effectively leads the team to achieve program and departmental goals.
  • Communicates objectives and expectations to the team.
  • Conducts Performance Reviews for Team Leaders
  • Leads the Status/Operations calls with the clients.
  • Ensures compliance with all applicable Wipro and to account's policies.
  • Reviews agent feedbacks and provide coaching to Team Leads & L2/QA.
  • Reviews & follows up on the disciplinary actions taken in the process. Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
  • Keeps all company information which includes customer information confidential and secured
Requirements

SKILLS REQUIRED:

  • This position requires excellent people interactions skills.
  • This position requires constant interaction with a broad range of customers. Patience and the ability to perceive the nature of the request is needed.
  • Highly developed verbal and written skills are required to communicate effectively
  • It is necessary to constantly build and maintain relationships within program as resources and as customers. Able to write effective medical narratives regarding product issues or cases.
  • Must be able to accurately and quickly discern the appropriateness of each inquiry relative to the level of response.

CANDIDATE SPECIFICATIONS:

  • Bachelors of Science / Engineering / Post Graduate
  • 8 years of experience in managing a similar process
Benefits
  • Performance Bonus
  • Telecommunication Allowance
  • Other Allowances

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