Orange Health - Head - Customer Experience (8-10 yrs)

Head - Customer Experience

About the company :

- Orange Health Labs is building India's more futuristic diagnostic company that enables Indian consumers to get their diagnostic tests with ultimate convenience, reliability & speed.

- Launched in 2020, Orange Health Labs is now a top-10 diagnostic brand across India's 4 largest metro cities: Bangalore, Delhi, Mumbai, and Hyderabad.

- Founded by healthcare leaders, Dhruv Gupta & Tarun Bhambra, the Orange Health Labs team now consists of over 900 O-Rangers across our locations.

- Having served over 1 million customers, we are now also India's highest-rated diagnostic lab, and we take extreme pride in the customer love that we get!

- We are backed by high-quality investors like Accel, Bertelsmann India, General Catalyst, Y Combinator, along with other marquee healthcare and global investors.

- Diagnostics is the starting point of most healthcare journeys, so it's a need for every family, and we want to be the brand of choice.

- Join us to make diagnostics 10x more convenient, 10x more accurate - 10x better!

- Our Presence: We are currently serving Bangalore, NCR, Mumbai, Hyderabad, with a plan to enter other metro cities soon :)

Responsibilities:

- Ensure they have the tools and training to succeed while managing teams' productivity and quality delivery

- Ensure Always On 100% operational excellence every hour of every day

- Work with Revenue cross-functional teams to understand current and future agent staffing needs and hire/train on time

- Identify and execute system/process enhancements to improve operational productivity and efficiency (With with product/engineering teams)

- Create and execute staffing plan to hire all Customer Support Associates Collaborate with the Training team in creating and managing onboarding and training processes for all new hires

- Develop and lead strategic Customer Support initiatives to better service customers

- Resolve complex or unusual business problems across functional teams

- Guide Customer Support Leads in providing coaching and mentoring support for front-line Customer Support staff

- Participate as an active member of the Operations Leadership team

Qualifications:

- Demonstrates a sound knowledge across a range of (generally, related) discipline areas

- 8+ years cumulative experience in BPO/KPO, professional services, software development & support

- Teamwork - candidates will need to be strong team players, who support their colleagues and share their skills

- Excellent analytical troubleshooting skills and ability to own problems through to resolution being able to analyze statistical data

- Excellent documentation and PowerPoint presentation skills

- Managed a customer support function of 200+ team members with multiple sub-functional teams

- Managed and improved Support Cost by Order/Revenue over time through strategic initiatives

- Worked with Product and Engineering function to improve business performance