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8 The Orange Health Jobs
CRM Head
The Orange Health
posted 4d ago
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Job Description
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 Indias 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 its 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
Employment Type: Full Time, Permanent
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