Director/Lead Director - Call Centre Operations - Healthcare BPO

- Our client is a large Healthcare BPO with about 6000+ employees across domestic and international locations.

- The incumbent must be willing to work in night shifts.

Key Responsibilities :

- Lead/ Head Operations for the assigned processes

- Communicate with clients and other stakeholders and to solicit input to improve the program

- Identifying and driving organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives, catalyzing new approaches to improve results by transforming organizational culture, systems, or products/services.

- Work in closely with the sales team and support on Due Diligence and process support.

- Handling transition and responsible for delivery management of various clients.

- Participates in the hiring process and educational planning for staff.

- Monitor cash flow projections and report actual cash flow and variance to Management on a regular basis (monthly/bimonthly)

- Identify and evaluate the risks associated with program activities and take appropriate action to control the risks

Desired Profile :

- At least 15 to 23 years of experience, of which at least 6-8 years leading operations in a Call Centre environment.

- Experience of leading teams larger than 250.

- Must have excellent communication and interpersonal skills