Assistant Manager - Operations
Chennai, IN
About Firstsource
Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.
Our clientele includes Fortune 500 and FTSE 100 companies
Job Title: Assistant Manager – Receivables / Revenue Cycle
Job Type: Full Time
Grade: F1
Function/Department: Receivables
Reporting to: Director - Operations
Role Description: The Receivables Department Assistant Manager has the responsibility of supervising their team, whether they are working within an office or remotely in a virtual call center setting. This role entails assessing the department's progress and the performance of its employees, managing employee records, ensuring quality assurance, handling reporting, and collaborating with clients, among other duties.
Roles & Responsibilities
- Provide oversight and leadership for daily departmental activities.
- Manage account inventories and regularly report to the Operations Director, including daily/weekly updates.
- Monitor staff training initiatives.
- Maintain accurate time and attendance records for the team.
- Coordinate and step in for employees during periods of absenteeism or high workloads/call volumes.
- Occasionally travel may be required.
- Coordinate overtime as needed to manage workload fluctuations.
- Report and document employee disciplinary issues to superiors and HR.
- Conduct quality assurance assessments, including account audits and evaluations of employee productivity and performance.
- Collaborate closely with the client service manager to ensure alignment with client expectations.
- Adhere to prescribed policies and procedures outlined in the Employee Handbook and the Employee Code of Conduct.
- Actively participate in the Corporate Compliance Program.
- Assist in various projects as assigned by management.
Expected/Key Results
- Meet contractual client obligations
- Meet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc)
- Meet revenue targets through FTE delivery, staffing levels, etc
- Meet retention target for the team
- Process improvement through implementation suggestions maximize the efficiency
- Lesser incidents of critical ops process escalations
- Build new client relationships and sustaining existing client relationships
- Building strong internal stakeholder relationships
- Achieve a score of XXXX on Employee Satisfaction parameters for respective programs / processes
Preferred Educational Qualifications
- Bachelor’s degree or equivalent experience is required
Preferred Work Experience
- Call center management experience preferred
- Experience with dialer systems and terminology
Competencies & Skills
- Proficient in collaborative communication with colleagues, staff, management, and clients.
- Consistently maintain a professional and courteous demeanor.
- Possess operational familiarity with personal computers.
- Exhibit initiative and creativity in carrying out job responsibilities.
- Outstanding written and verbal communication skills.
- Ability to prioritize multiple tasks in a busy work environment
- Display strong leadership qualities