Accountable for supervising and directing the procedure of transferring data and processes from one setting to another. This encompasses shifting from in-house systems to cloud infrastructure and transferring data among databases within an organization's technological framework.

In charge of aiding customers in addressing technical concerns associated with products and/or services. This encompasses providing advice, resolving issues, and furnishing solutions to customers grappling with difficulties or obstacles tied to the company's offerings. The objective is to assist customers in proficiently utilizing, engaging with, and upkeeping the products, resolving technical hitches, and guaranteeing a favorable customer encounter. Essentially, this role aims to uphold customer contentment, alleviate frustration, and guarantee that customers can maximize the benefits of their purchased products or services.

Maintained social media content development by coordinating and implementing social media marketing communicationResponsible for comment moderation, consumer interaction, and diffusing any online issues (complaints, returns, etc.)Provides customer support on enrollment and services inquiries

- Provide customer technical support services via chat, E-mail and phone. - Troubleshoot and resolve technical issues related to the product.  - Ensure all problems are logged in detail and resolved to the satisfaction of the client. - Act as the primary interface between Customer Advocate, and Engineering Teams. - Proactively support customers by spotting trends and predicting customer needs.

- Facilitate and promote ownership of support requests that are received- Ensure frequent follow-ups with support engineers to ensure the client’s issue is being handled as quickly and as efficiently as possible to promote quick turnaround time to resolution. - Report and keep track of key performance indicators for support. - Periodic updates to management to reflect statistical analyses and measures to continuously improve on efficiency and process. Manage and ensure proper usage of the CRM tools.

Provide overall direction and guidance to the operational activities of the site with the objective of maximizing growth, profitability, and client satisfaction as well as day-to-day leadership and management for all BPO functions performed at the siteKey Tasks and Responsibilities• Directly responsible for the delivery and performance of overall daily operations • Analyzes current performance and provide action plans• Establishes appropriate metrics to effectively gauge the program’s and the staff’s performance • Creates and implements, creative strategies and process improvement plans • Ensures awareness of the contract and carry out contractual provisions• Directly involved in profiling and hiring of agents• Ensures Proper Forecast and Succession Planning in place and Consequence Management• Develops Program Managers and team leaders through coaching and immediate feedback• Manages KPI of the programs that impacts PNL• Creates and implements retention and continuity strategic plansPosition Summary:• Meet or exceed the staffing and servicing requirement of the BPO contract(s), which are focused around Efficiency, Accuracy/Quality, and Customer Satisfaction • Meet or exceed the budgeted revenue and operating profit requirements • Effectively collaborate with internal and client support organizations to ensure success • Communicate effectively with all employee levels and the client • Manage the site’s operation by directing and coordinating activities consistent with established goals, objectives, and policies • Implement programs to ensure attainment of business plan for growth and profit • Implements improved processes and management methods to generate higher ROI and workflow optimization• Develop and create strategies and policies aligned with the site goals and/or promote and manage compliance with Xerox and client policies and procedures • Provide mentoring and guidance to subordinates and other employees

Responsible for meeting pre-determined performance metrics, improving operating efficiency, developing skills or people particularly the direct reports, building and sustaining good working relationships with client SPOCS, adhering to contract terms and conditions, and performing in assigned capability functions.Summary of Duties and Responsibilities:• Make independent decisions, which have major day-to-day impact in area of responsibility, and may influence direction of other areas• Be accountable for results of work to both Accenture and client• Responsible for medium-term planning, objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals• Contribute to policy setting at a senior level• Identify, assess and resolve complex business problems/issues and provide alternative scenarios.• Provide and implement business-focused solutions within time/cost constraints• Be self-directed within broad goals and strategic direction in satisfying organization or client objectives• Accountable for developing and managing key internal/external client relationships across sphere of influence, including situations in which no relationship previously existed• Identify business development opportunities and communicate them to senior management• Be accountable for operational direction of complex or large function or project, or medium size unit within stable mature operation, or key element of volatile environment• Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones• Responsible for fulfillment of contractual obligations/completion of deliverables within own area of responsibility• Responsible for communication of strategy, initiatives, local plans and performance metrics across own area of responsibility

Oversee all work delivered through a global, regional or centre service delivery operation, including managing the teams, implementing and improving standard processes and tools to drive operational efficiencies, and met operational and financial commitments. Support the sales process, as needed, by participating in the solution design.Manage Performance on all programs to meet and exceed all client and company expectations. Ensure key Performance Indicators are achievedDirectly Supervises Team Leaders and others such as Asst. Operations Manager. Responsibilities include coaching, interviewing, hiring, and training employees; plannning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problemsRecruit, develop and retain a team of direct reports to ensure they are proficient in their job skills and provide constant follow-up coaching to our Cutomer Service RepresentativesManage information flow between Client Services, Account Management, Operations, Qualtiy Assurance, Training, Payroll, Workforce atc. to ensure all client and company goals are attainedOversee hiring process to ensure all positions are staffed to assigned levels per campaign to ensure productivity. Analyze staffing levels of CSR's to meet fluctuations in call demans and campaigns. Roll-out schedule changes and new hire classes as neededAnalyze profitability of program by developing weekly Proft & loss statments. Includes comparing forecasted revenue to actual and explain variances. Make adjustments as necesarry. Includes ratio management to ensure proper staffing of Team Leaders based on Customer Service Representative headcountImplement Standard Operating Procedures of APAC and ensure compliance by conducting audits and spot checks within the yearRepresent the program in any way and serve as rolde models of the Company's Values

Manage day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and quality targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliners and Management. To offer creative solutions.Call monitoringcoaching and feedback responsible for delivery of the defined customer experience in every callCompiling reports on team's performance and customer feedbackOwnership and problem resolutionHealth Insurance Background

Quality Call MonitoringCascade updates Provides floor support/Subject matter Expert Substitute for Team Leaders in case of absenceParticipates in weekly conference, meetings & calibrationsBackground in health insurance

Provide membership, benefits and claims information to providers and members.

FinanceBilling and CollectionsUpdates daily and monthly cash disbursementsAssists Company Accountant in audit and bookkeepingPayrollDirectly reports to the CEO and COOAssist in the HR process: conducting pre-employment examination, interview, pre-employment and assessmentPurchasing office suppliesPayment of Monthly office billsTraining of new hires