Manager Medical Servicing - Contact Centre

As a Manager in the Contact Centre at NOC, your role revolves around developing and implementing long-term strategies to enhance contact center performance in medical servicing. You will leverage your medical expertise to conduct training sessions for the team, ensuring they are well-equipped with the latest healthcare knowledge. Your responsibilities will include defining success metrics and KPIs aligning contact center SLAs with business objectives and industry best practices. Additionally, you will lead digital transformation initiatives by integrating AI and automation for seamless service delivery. Your key responsibilities will be: - Develop and implement long-term strategies for contact center performance enhancement. - Conduct training sessions to enhance team's healthcare knowledge. - Define success metrics and KPIs aligning contact center SLAs with business objectives. - Lead digital transformation initiatives for seamless service delivery. - Foster a customer-centric culture with proactive issue resolution. - Drive data-driven decision-making for operational efficiency and customer satisfaction. - Collaborate with cross-functional teams for holistic service delivery. - Lead talent strategy and workforce planning for high team engagement and retention. - Implement continuous improvement frameworks for refining customer journeys. Qualifications required for this role: - Any Life science, Paramedical, Medical Graduates and Postgraduates (Pharmacy, Physiotherapy, Nursing, Health education) or equivalent degree. Experience and skills needed: - 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, and billing codes. - Ability to contribute to revenue through cross-selling. - Excellent verbal and written communication skills. - Strong presentation skills. - Ability to handle high call volumes and prioritize customer needs effectively. - Strong problem-solving and decision-making abilities. - Exceptional customer service skills with a friendly and professional demeanor. - Proficiency in using computer systems, including CRM software and Microsoft Office Suite. - Ability to work effectively in a team-oriented environment. - Flexibility to work in shifts as per business requirements.,