Senior Director - CC

Senior Director - CC

Job Title: Senior Director Contact Centre Operations – US2

Reporting to : AVP/VP

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 : 350 FTE+ 

Company URL : www.sagilityhealth.com

Mandatory: Ideal candidature would be 18-22 + YEARS OVERALL EXPERIENCE WITH MIN 10 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:

• Someone who has been operating in the US healthcare Membership/ Provider Contact 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 deliver high productivity through controlling, monitoring, analysing & reviewing system.
• Determines Voice operations operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• 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:

• 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.
• 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.
• 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

BangaloreIndia