SSC HR Solutions

Project Manager

• We are seeking a Data Project Manager to ensure the quality and timely delivery of our data-driven projects. This role will bridge the gap between technical teams and clients, enforcing delivery discipline, quality standards, and effective communication. Key Responsibilities: Plan, monitor, and deliver data analytics/ML projects on time and within scope. Manage sprints, tasks, and deadlines across multiple technical teams. Establish and enforce QA processes (code reviews, data validation, testing). Coordinate with clients to align requirements, progress, and deliverables. Anticipate risks and resolve delivery bottlenecks early. Support the growth of younger data scientists and engineers.

Data Project Manager

Call Center Representative

• Provide exceptional customer service support to customers and insured members via phone, chat and email.
• Handle high volume of incoming inquiries, requests and complaints; ensure prompt and effective resolution to maintain customer satisfaction.
• Support pre-approvals, claims adjudication and customer service tasks.
• Carry out outbound calls for follow-ups, clarifications, courtesy and satisfaction calls and outbound campaigns.
• Meet and monitor KPIs: Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), Abandoned rate, Quality Assurance (QA) score, Escalation rate, Knowledge usage, Occupancy, Status metrics, Call/Chat Transfer rate.
• Ensure accurate after-call work and logging for each interaction.
• Develop and maintain comprehensive product knowledge including tables of benefits, terms and conditions and company applications.
• Follow established procedures, company and department policies and code of conduct for issue resolution.
• Assist department leads and management with tasks and contribute to team collaboration and continuous improvement.
• Coordinate with internal departments and respond to external customers in a timely and professional manner.
• Work rotational shifts as part of a 24/7 call centre operation, including night shifts; demonstrate adaptability and resilience in challenging situations.

Data Project Manager

Medical Call Center Officer