Deputy Director/Director - Call Centre Operations - Healthcare BPO

Lead Director/Director - Call Centre Operations (IC Role) - Healthcare BPO

Our client is a large Healthcare BPO with about 7500+ employees across domestic and international locations.

Mandatory : Experience in International Call Centre environment. Must be willing to work in US/night shifts

The role is a strategic specialist, working as an independent individual contributor, who will provide independent and objective inputs to create a Centre of Excellence. The KRAs of the incumbent will be as follows :

- Responsible for P&L with specific focus on EBITDA improvement across all AR customers in Enterprise and Niche area.

- Liaise with AR team to set up robust framework & systems to ensure on time, seamless delivery

- Responsible for bringing in new initiatives and driving best practices across AR and create a center of excellence

- 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

- Maintain cost effective and stable workforce to absorb volume volatility

- Identify and drive specific improvement projects across verticals

- Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures

Desired Profile :

- At least 12 to 18 years of experience, of which at least 6-8 years leading operations in a Call Centre environment.

- Experience of leading teams.

- Must have excellent communication and interpersonal skills