Qureos Mentor

VVP Healthcare Evolution Pvt Ltd

The Role You are the Guardian of the Doctor&rsquo;s Experience. You will wear two hats: 1. The Ops Architect: Ensuring the kit reaches the doctor on time without errors. 2. The CX Leader: Managing the Support Team to ensure that when a Customer (Doctor) calls, they feel heard, respected, and resolved immediately.You will build a &quot;Zero-Ego&quot; support culture. Non-Negotiable Requirements (The Knock out Criteria) 1. The &quot;Builder&quot; DNA: Must have proven experience setting up a process from scratch (Zero-to-One). 2. End-to-End Operations Mastery: Must have hands-on experience managing the full lifecycle: Order Receipt &rarr; Kit Preparation &rarr; Quality Check (QC) &rarr; Logistics/Dispatch &rarr; Delivery. You must be comfortable working in the warehouse to ensure &quot;First Time Right&quot; deliveries. 3. Process Re-Engineering (The &quot;Fixer&quot;): Must have a track record of identifying &quot;Broken Processes&quot; (e.g., kits returning due to missing items, calls going unanswered) and fixing them permanently using Root Cause Analysis. 4. Tech Stack &amp; Automation: Must be proficient in setting up and managing: Support Tools: Zoho Desk / Freshdesk / Zendesk. etc Cloud Telephony: Exotel / MyOperator (IVR flows, call recording). etc Communication Automation: WhatsApp Business API (Interakt/Wati) &amp; SMS Gateways to reduce manual query volume. 5. Data Analytics &amp; Reporting: Ability to extract raw data and use Excel (Pivot Tables) to analyze trends. You must drive the team using KPIs (NPS, FCR, TAT) and KRAs, not just &quot;gut feeling.&quot; 6. Cross-Functional Spine: Proven ability to coordinate with Finance (for payment clearance before dispatch) and Sales (for setting realistic delivery expectations). You must understand the &quot;Pulse of the Doctor&quot; and handle High-Net-Worth Individuals (HNIs). 7. Hybrid Expertise: Must have handled Physical Operations (Inventory/QC) AND Customer Support (Team Management/Quality). 8. Team Leadership: Must have experience hiring, training, and managing a team of Tele-callers / Support Executives. You must know how to audit calls and improve call quality. 9. Performance Management (KPIs &amp; KRAs): Must have experience defining KRAs (Key Result Areas) for subordinates and tracking KPIs (NPS, FCR, TAT) daily. You should know how to incentivize a support team. 10. Doctor-Centric Mindset: Experience dealing with High-Net-Worth Individuals (HNIs) or B2B clients.Key ResponsibilitiesA. Customer Experience (The &quot;Voice&quot; &amp; Support)&bull; Team Management: Hire, train, and manage a team of Support Executives. Conduct daily huddles to review &quot;Ticket Backlog&quot; and &quot;Urgent Escalations.&quot; &bull; Quality Assurance (QA): Implement a Call Audit Process. Listen to random call recordings daily to ensure executives are polite, empathetic, and not sounding robotic. &bull; Scripting &amp; SOPs: Create &quot;Standard Response Scripts&quot; for common issues (e.g., &quot;Device Not Syncing&quot;). Ensure the team speaks the language of a &quot;Medical Professional,&quot; not a &quot;Call Center Agent.&quot; &bull; Escalation Desk: Act as the final point of contact for Angry Customers. You must have the maturity to de-escalate a heated situation and turn a frustrated doctor into a happy one.<ul><li>Voice of Customer (VoC): Analyze weekly support data. If 50 doctors complain about &quot;Login Issues,&quot; you must force the Tech Team to fix the bug rather than just closing tickets.</li></ul>B. Operations (The &quot;Body&quot; &amp; Logistics)&bull; Process Architecture: Map out the &quot;Order-to-Delivery&quot; workflow. Identify bottlenecks and fix them. &bull; Logistics &amp; QC: Oversee the &quot;Kit Preparation&quot; team. Ensure 0% error rate in hardware/consumables sent to doctors. &bull; Cross-Functional Guts: Stop a dispatch if Finance hasn't cleared payment. Hold Sales accountable for realistic promises. &bull; Data Command Center: Create the &quot;Daily Ops Dashboard&quot; &ndash; Pending Orders, Dispatch TAT, Ticket Backlog, and NPSJob Type: Full-timePay: ₹25,349.02 - ₹60,673.84 per monthWork Location: In person

Manager – Customer Experience & Operations (CX & Ops)

Join VVP Healthcare Evolution Pvt Ltd and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

VVP Healthcare Evolution Pvt Ltd

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Manager – Customer Experience & Operations (CX & Ops)