Head - Contact center operations

2 days ago

Bengaluru, Karnataka, India Golden Opportunities Pvt Ltd Full time US$ 90,000 - US$ 1,20,000 per year
  • Lead and oversee multiple US healthcare voice programs (inbound, outbound, blended) across sites or geographies
  • Good at Call Center Operations / Contact Center Operations - Ensure consistent achievement of SLAs, KPIs, and quality standards across all processes
  • Drive operational excellence through process optimization, automation, and best practices
  • Manage workforce planning, staffing, and scheduling to ensure capacity meets demand
  • Serve as the primary escalation point for client relationships on operational matters
  • Partner with client leadership to understand business objectives and identify growth opportunities
  • Lead Quarterly Business Reviews and present operational performance, improvements, and innovations
  • Ensure strict adherence to HIPAA, CMS, and other US healthcare compliance requirements
  • Collaborate with Quality & Compliance teams to implement robust audit and governance mechanisms
  • Drive continuous improvement in quality scores, First Call Resolution (FCR), and Net Promoter Scores (NPS)
  • Lead, mentor, and develop senior managers and operations managers
  • Build a high-performance culture with a focus on coaching, talent development, and retention
  • Implement reward and recognition programs aligned with performance outcomes
  • Own the P&L for assigned healthcare operations
  • Drive cost optimization while maintaining service quality
  • Collaborate with business development teams for solutioning and RFP/RFI responses for new healthcare voice opportunities
  • Proven experience in managing large-scale voice operations
  • Strong knowledge of US healthcare regulations, payer/provider processes, and revenue cycle management

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