- Ideal candidature would be 14-18 + YEARS OVERALL EXPERIENCE WITH MIN 7-8 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