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

Bangalore

Orange Health - Head - Customer Experience 

Job Description for Orange Health - Head - Customer Experience  in Orange Health Labs in  Bangalore for (8-10) years of experience. Apply Now!