Thanooja

Senior Representative, Operations

Concentrix Daksh Service India Pvt. Ltd

Bangalore

2019.02 - 2024.02

Team Collaboration and Communication: Interacts with co-workers and supervisors to audit and troubleshoot, ensuring timely solutions
Conducts daily/weekly meetings with the onshore team to discuss quality and address concerns
Manages and prioritizes orders to ensure customer demand and production schedule are met
Provides inputs for process improvements based on job trends and offers floor support
Backup for SME and Team on their absence
Process Improvement: Develops and implements procedures to meet quality, quantity, and timeliness standards
Focus on driving automations and creating process artifacts and SOPs for easy reference
Identifies and resolves conflicts, obstacles, and gaps impacting team performance
Runs lean and continuous improvement projects to enhance quality and efficiency
Leadership and Mentorship: Coaches and mentors less-experienced staff in procedures and insurance knowledge
Provides direction, guidance, and support to team members for skill development
Acts as a process trainer and quality auditor, ensuring team accuracy
Client Relationship Management: Composes clear, polite, and well-organized emails to communicate with clients
Anticipates client needs proactively and takes initiative in addressing them
Provides implementable recommendations to the client and helps meet targets and goals
Collaborates with the designated team to reduce defects and trends based on escalation reports
Data Analysis and Reporting: Utilizes strong analytical skills to drive decision-making and identify process improvements
Analyzes the root cause of processing problems, keeping the team, supervisor, and client informed of issues and solutions
Ensure timely reconciliation and resolve any discrepancies
Prepares various operational and business reports, including dashboards and monthly team accuracy, performance graphs, capacity data, and workflows reports
Manages workflows, delegates tasks, and maintains capacity performance reports for internal stakeholders
Automation and Technology Integration: Works on driving automation, collaborating with the team to design automated solutions
Utilizes diagnostic information gathering and data analysis methods for system and process improvement
Strategic Planning: Collaborates with the supervisor and shift team leads to manage and prioritize orders
Renegotiates task time or schedules as necessary, ensuring target completion within defined TAT.

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