Key skills
Communication
About this role
Role Overview
- Manage the outsourced customer service operation (BPO) and ensure adherence to SLAs, KPIs and quality standards
- Monitor and analyze BPO performance
- Serve as the primary point of contact between the company and the BPO partner
- Conduct governance routines with the vendor
- Audit the quality of interactions handled by the BPO
- Identify opportunities to improve the customer journey
Requirements
- 5+ years of experience in Customer Experience, Customer Service or Operations
- Previous experience managing outsourced operations (BPO) or managing relationships with service providers for at least 2 years
- Strong analytical skills, with experience reading data, identifying deviations and developing action plans
- Ability to influence and hold stakeholders accountable without direct authority
- Excellent communication and interpersonal skills
- Experience with multichannel operations (email, WhatsApp, voice, social media)
Benefits
- Opportunity to join a growing digital healthcare company
- Help build the future of healthcare
- Ensure an improved customer experience through service
- Work closely with operations and pharmaceutical teams