We are actively seeking for a Senior Director Contact Centre Operations for our esteemed client in the US healthcare BPM Industry.

Job Title Senior Director Contact Centre Operations

Reporting to Senior Director/AVP

Location Hyderabad

Working Hours/ Days 9 Hours / 5 Days a Week

Shift

Night Shift (6pm-3am) 9hr shift

(There can be fortnightly/ monthly call between 06:30am-2pm IST)

Team Size 350 FTE+

Mandatory: : Ideal candidature would be 10-14 + YEARS OVERALL EXPERIENCE WITH MIN 5-7 YEARS IN

LEADERSHIP ROLE IN BLENDED VOICE OPERATIONS (INBOUND/ OUTBOUND/CHAT) from US Healthcare

Membership/ Provider Contact Centre industry.

Responsibilities

• A Bachelor degree or equivalent qualification.
• RPA/ Analytics Certification preferred
• Preferably Lean/ Six Sigma Certified

As a Strategic Thinker

• Someone who has been operating in the US healthcare Membership/ Provider

Contact Centre

• Identifying Value additions and Process Improvement Initiatives
• Stakeholder Management
• Client Relationship Management
• Account Management
• Driving Client/ Internal Business Excellence Initiatives
• To manage and Lead a Blend (Inbound & Outbound) Voice operations and deliver high productivity through controlling, monitoring, analysing & reviewing system.
• Determines Voice operations operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Defining user requirements; establishing technical specifications, and production,

productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

As Driving Results

• Maintains and improves Provider/ Membership Voice operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; help installing upgrades.
• Accomplishes Provider/ Membership Voice operations human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions;

planning and reviewing compensation actions; enforcing policies and procedures.

• Prepares Voice operations performance reports by collecting, analyzing, and summarizing data and trends.
• To Design implement the NPS for the Voice operations as per Client Mandate and approval.
• Awareness of ISO & Other statutory Guidelines for the Voice operations
• Understanding of Supply Planning and WFM
• Formulate, Implement and Monitor the Transactional Quality parameters based on

SLA guidelines

As a Partner with Clients:

• Delivering Highest Level of Service Delivery Standards
• Exemplify Passion for excellence
• Design and Drive Business/Program Excellence Initiatives
• Voice of the Organisation.

Lead People

• Managing Self
• Inspirational Leadership
• Lead from the front as the SME of the Business/ Program

Design & Drive People Metrics

• Promoting Diversity & Inclusion as per Organisational Culture
• Mentoring & Coaching Operational & Leadership values
• Improve employee retention and enhance employee engagement.
• Succession Planning

Qualifications & Mandatory Skills :

Graduation / Postgraduate.

• Ideal candidature would be 10-15 + YEARS OVERALL EXPERIENCE WITH MIN 5-7

YEARS IN as the VOICE SME in the US healthcare Provider/ Membership domain,

out of which at-least minimum 5-7 years in Leadership role for U.S Customers.

Must be working with U.S based Business / Customers in U.S Shifts

• Thorough understanding of all Voice based metrics and SLA
• Knowledge of Blend Voice Operations (Outbound & Inbound)
• ACD, CITRIX, Dialer Understanding is must
• IVR & Call Tree Management is preferable
• CSAT/ NPS Governance
• Business Governance and Auditing
• Knowledge of Reporting Tools
• Awareness of ISO, ISMS
• Excellent Client Communication Skills
• MIS and Reporting Understanding (Creating D