Manager Medical servicing- Contact Centre

As a Manager in the Contact Centre at NOC, you will be responsible for developing and implementing long-term strategies to enhance the performance of the contact center in medical servicing. Your role will involve leveraging your medical expertise to improve customer interactions by conducting training sessions to ensure the team is up-to-date with the latest healthcare knowledge. You will define success metrics and KPIs aligning with contact center SLAs and industry best practices, as well as lead digital transformation initiatives by integrating AI and automation for seamless service delivery. Your key responsibilities will include fostering a customer-centric culture, driving data-driven decision-making through analytics, collaborating with cross-functional teams for holistic service delivery, leading talent strategy and workforce planning, and implementing continuous improvement frameworks to optimize customer journeys and the resolution process. To qualify for this role, you should hold any Life science, Paramedical, Medical Graduates, or Postgraduates degree (such as Pharmacy, Physiotherapy, Nursing, Health education) or equivalent. Additionally, you should possess a minimum of 5-8 years of experience in a call center environment, preferably in a healthcare or medical insurance setting. Strong knowledge of medical terminology, insurance claim procedures, billing codes, revenue contribution through cross-selling, excellent communication and presentation skills, ability to handle high call volumes, prioritize customer needs, problem-solving skills, attention to detail, exceptional customer service skills, proficiency in using computer systems, and teamwork abilities are also required. Key functional competencies for this role include convincing skills, product knowledge, and team handling. Behavioral competencies such as a strategic mindset, entrepreneurship, execution excellence, and building high-performing teams are also essential. You should be flexible to work in shifts as per business requirements to excel in this position.,