Job Title

We are actively seeking for a Senior Director Contact Centre Operations for our esteemed client in the US healthcare BPM Industry.Job Title Senior Director Contact Centre OperationsReporting to Senior Director/AVPLocation HyderabadWorking Hours/ Days 9 Hours / 5 Days a WeekShiftNight Shift (6pm-3am) 9hr shift(There can be fortnightly/ monthly call between 06:30am-2pm IST)Team Size 350 FTE+Mandatory: : Ideal candidature would be 10-14 + YEARS OVERALL EXPERIENCE WITH MIN 5-7 YEARS IN LEADERSHIP ROLE IN BLENDED VOICE OPERATIONS (INBOUND/ OUTBOUND/CHAT) from US Healthcare Membership/ Provider Contact Centre industry.Responsibilities• A Bachelor degree or equivalent qualification.• RPA/ Analytics Certification preferred• Preferably Lean/ Six Sigma CertifiedAs a Strategic Thinker:• Someone who has been operating in the US healthcare Membership/ ProviderContact Centre• Identifying Value additions and Process Improvement Initiatives• Stakeholder Management• Client Relationship Management• Account Management• Driving Client/ Internal Business Excellence Initiatives• To manage and Lead a Blend (Inbound & Outbound) Voice operations and deliverhigh productivity through controlling, monitoring, analysing & reviewing system.• Determines Voice operations operational strategies by conducting needsassessments, performance reviews, capacity planning, and cost/benefit analyses.• Defining user requirements; establishing technical specifications, and production,productivity, quality, and customer-service standards; contributing informationand analysis to organizational strategic plans and reviews.As Driving Results:• Maintains and improves Provider/ Membership Voice operations by monitoringsystem performance; identifying and resolving problems; preparing and completingaction plans; completing system audits and analyses; managing system and processimprovement and quality assurance programs; help installing upgrades.• Accomplishes Provider/ Membership Voice operations human resource objectivesby recruiting, selecting, orienting, training, assigning, coaching, counselling, anddisciplining employees; administering scheduling systems; communicating jobexpectations; planning, monitoring, appraising, and reviewing job contributions;planning and reviewing compensation actions; enforcing policies and procedures.• Prepares Voice operations performance reports by collecting, analyzing, andsummarizing data and trends.• To Design implement the NPS for the Voice operations as per Client Mandate andapproval.• 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 onSLA guidelinesAs 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/ ProgramDesign & Drive People Metrics• Promoting Diversity & Inclusion as per Organisational Culture• Mentoring & Coaching Operational & Leadership values• Improve employee retention and enhance employee engagement.• Succession PlanningQualifications & Mandatory Skills :Graduation / Postgraduate.• Ideal candidature would be 10-15 + YEARS OVERALL EXPERIENCE WITH MIN 5-7 YEARS IN as the VOICE SME in the US healthcare Provider/ Membership domain, out of which at-least minimum 5-7 years in Leadership role for U.S Customers. 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 practice