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Senior Manager of Customer Service Delivery

3 weeks ago

Bengaluru, Karnataka, India beBeeStrategic Full time US$ 15,00,000 - US$ 20,00,000
Director Contact Center Operations

The Director of Contact Center Operations will be responsible for leading the ideation and implementation of a Centre of Excellence in contact center operations. This role requires a strategic thinker with experience in blended voice operations, including inbound, outbound, and chat.

Key Responsibilities:
  • Develop and implement operational strategies to improve productivity and quality
  • Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Determine user requirements and establish technical specifications
  • Define production, productivity, quality, and customer-service standards
  • Contribute to organizational strategic plans and reviews
Requirements:
  • 14-20+ years of overall experience with at least 7-8 years in leadership roles in blended voice operations
  • A Bachelor's degree or equivalent qualification
  • RPA/Analytics Certification preferred
  • Preferably Lean/Six Sigma Certified
Preferred Skills:
  • Experience in US healthcare membership/provider contact center industry
  • 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
  • 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
Benefits:
  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment