Job Title

Associate Director Contact Centre Operations – UM3

Reporting to

Sr Director/AVP

Location

Bangalore

Working Hours/ Days

9 Hours / 5 Days a Week. Full time at Office Location

Shift

Night Shift (6pm-3am) 9hr shift

Team Size

250 FTE+ 

Company URL

                                   www.sagilityhealth.com

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.

Objectives and Responsibilities of Associate Director, Contact Centre Operations

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.

(B) 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.

(C) 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.

(D) 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.
• 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 for more than 200+ FTE
• 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