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Operations Lead, Customer Success

Closing: Jan 26, 2023

This position has expired

Published: Jan 19, 2023 (18 days ago)

Job Requirements

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Job Summary

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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


Responsibilities
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


  • 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


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