Avp - Customer Service Operations Job In Ims
- Kpr sugar apperals
- 10 to 14 Yrs
- Ahmedabad
- 25 days ago
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Job Description
- About IMS Group: IMS Group is a leading provider of healthcare staffing solutions, partnering with UK-based healthcare clients to offer locum and permanent staffing services. With a strong focus on delivering exceptional service, IMS Group connects skilled healthcare professionals with top-tier organizations, ensuring quality patient care and operational efficiency. Our commitment to excellence, innovation, and customer satisfaction makes us a trusted partner in the healthcare industry. Role Overview: We are seeking a dynamic and experienced Assistant Vice President (AVP) to lead and oversee our Customer Service Operations for a UK-based healthcare client specializing in locum and permanent staffing. The AVP will be responsible for managing a team of FTEs handling inbound and outbound interactions with healthcare professionals via calls and emails. The ideal candidate will bring strategic leadership, operational excellence, and a strong focus on delivering outstanding customer service. Key Responsibilities: Operations Management: Lead and manage the customer service team to ensure high-quality support for healthcare professionals. Oversee call and email operations to ensure service-level agreements (SLAs) and key performance indicators (KPIs) are consistently met. Implement standard operating procedures (SOPs) and best practices to enhance efficiency and customer satisfaction. Monitor and optimize workforce management to maintain productivity and service quality. Leadership & Team Management: Manage, mentor, and develop a team of FTEs, fostering a culture of accountability, collaboration, and excellence. Conduct regular performance reviews and provide feedback to improve individual and team performance. Identify training and development needs to enhance the teams skills and competencies. Client & Stakeholder Management: Serve as the primary point of contact for the UK healthcare client, ensuring consistent and transparent communication. Collaborate with the client to understand evolving needs and implement process improvements accordingly. Provide regular reports and insights on operational performance and customer satisfaction metrics. Quality & Compliance: Ensure adherence to healthcare regulations and compliance standards, including data protection (GDPR) and confidentiality. Identify and mitigate risks related to customer service delivery. Conduct regular quality audits to ensure consistency and accuracy in customer interactions. Required Skills & Qualifications: 10+ years of experience in customer service operations, with at least 3-5 years in a leadership role. Proven experience in healthcare staffing or a similar industry, preferably with UK or international clients. Strong understanding of call center operations, workforce management, and service delivery metrics. Excellent communication and interpersonal skills with the ability to engage effectively with clients and team members. Proficiency in CRM systems, call center software, and reporting tools. Strong analytical and problem-solving skills with a focus on continuous improvement. Ability to work in UK time zone and collaborate with cross-functional teams. Key Competencies: Leadership & Team Development Customer-Centric Approach Analytical Thinking & Problem Solving Operational Excellence & Efficiency Client Relationship Management,
Employement Category:
Employement Type: Full timeIndustry: Medical / Healthcare
Role Category: Customer Care Executive (Call Centre)
Functional Area: Not Specified
Role/Responsibilies: Avp - Customer Service Operations Job In Ims
Contact Details:
Company: IMS GroupLocation(s): Ahmedabad
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Keyskills: Customer Service Operations Leadership Team Management Client Management Stakeholder Management Quality Assurance Compliance Communication Interpersonal Skills Reporting Tools Analytical Skills Workforce Management ProblemSolving
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