Assistant Manager - US Client (BPO) Servicing

About the Company

First Advantage is a global technology-led provider focused on screening, verification, safety, and compliance solutions for human capital. Through its proprietary platform, the company helps organizations safeguard their brand and maintain secure environments for employees, contractors, contingent workers, tenants, and drivers. The organization is headquartered in Atlanta, Georgia, and operates across North America, Europe, Asia, and the Middle East.

Role Overview

This position is for an Assistant Manager leading the Clinical Concierge team in Mumbai. The team works in a blended model, combining fulfillment and customer support. The role is responsible for managing day-to-day operations for the U.S. business, keeping workflows consistent, ensuring accountability, and coordinating across functions to support service quality and business growth.

Key Responsibilities

• Set the direction for the Clinical Concierge function and track key performance indicators to evaluate team performance.
• Watch for ongoing or escalated operational issues and customer-impacting concerns, then coordinate timely resolution.
• Work with customer-facing teams to address client-specific operational and technical needs and improve the overall experience.
• Support productivity and quality goals while leading process improvement efforts.
• Define operating metrics, maintain tracking mechanisms, and report performance insights to Healthcare leadership.
• Analyze patterns in order volumes, call volumes, staffing, and customer satisfaction to identify process improvements.
• Review quality results and contribute to coaching plans, performance action plans, staff development, and leadership coaching as needed.
• Help expand new business opportunities by strengthening customer advocacy and referenceability.
• Ensure high customer satisfaction through effective communication, practical problem-solving, and efficient service delivery.
• Contribute to a positive workplace culture by participating in and supporting company culture initiatives.

Experience and Requirements

• 7 to 10+ years of experience in operations or customer service management within a technology or SaaS company.
• At least 3 years of leadership experience is required.
• Prior exposure to drug screening or occupational health screening is preferred.
• Strong people leadership, organization, and project management capabilities are needed to handle multiple priorities.
• Must be a strategic and creative thinker with a practical, action-oriented approach.
• Should have strong conflict resolution and negotiation skills.
• Excellent communication, interpersonal, and collaboration abilities are essential.
• Advanced analytical ability, including work with data models, dashboards, and operational KPIs, is important.
• Needs strong listening skills, attention to detail, and sound decision-making ability.

Eligibility

Any graduate can apply.

Additional Information

This role is based in Mumbai, India. It is a full-time position focused on U.S. client servicing in a BPO environment.

Preferred Candidate Profile

The source mentions a preferred candidate profile section, but no additional details were provided.