Job
Description
Job Title: Director Contact Centre Operations US1 Reporting to: Senior Director/AVP Location: Bangalore 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: 300 FTE+ Company URL: www.sagilityhealth.com Mandatory: Ideal candidature would be 14-18 + YEARS OVERALL EXPERIENCE WITH MIN 7-8 YEARS IN LEADERSHIP ROLE IN BLENDED VOICE OPERATIONS (INBOUND/ OUTBOUND/CHAT) from Contact Centre industry. This role is aimed to be leading the Ideation of Centre of Excellence in the space of Contact Centre Operations. Preferred from US Healthcare Membership/ Provider Contact Centre industry. Objectives and 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 Organizational Culture Mentoring & Coaching Operational & Leadership values Improve employee retention and enhance employee engagement. Succession Planning Qualifications & Mandatory Skills : Graduation / Postgraduate. 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 practices
