Associate Director-Contact Centre Operations

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 Dashboards)

Process Improvement Skills and Tools

Excellent Analytical skills

Revenue Management & P&L Understanding

Proven participation on Improvements Project

Managed a large and Complex Delivery Team

Preferable Onshore Transition experience

Awareness of ISO, ISMS & other Compliance and Audit Parameters

Astute understanding of MS Office Tools

Displays a High Level of Integrity and Maturity

Displays high level of People Management practice