Director Contact center Operations

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+ -500 FTE+

Mandatory: Ideal candidature would be 14-20+ 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:

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 Someone who has been operating in the US healthcare Membership/ Provider Contact Centre

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 Identifying Value additions and Process Improvement Initiatives

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 Stakeholder Management

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 Client Relationship Management

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 Account Management

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 Driving Client/ Internal Business Excellence Initiatives

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 To manage and Lead a Blend (Inbound & Outbound) Voice operations and deliver high productivity through controlling, monitoring, analysing & reviewing system.

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 Determines Voice operations operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.

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 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:

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 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.

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 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.

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 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

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