Deputy Operations Manager for Medical Device Account l QC

Cebu City, Central Visayas, Philippines

Job Openings Deputy Operations Manager for Medical Device Account l QC

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

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:

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