Our client is a Healthcare BPO and is looking for a Sr. Manager/ AGM - Process Excellence (Contact Center) Experience from BPO industry is Mandatory. Responsibilities: 1. Primary Responsibilities: a. Customer related: - Keep abreast with the process of claims processing/Rework/ G&A/ Payment Integrity/International Claims/ B&E, PB, PDM & Credentialing/ WCL, Coding & Clinical/ Preregistration, etc. in the healthcare industry - Working with Healthcare client to drive transformation of their business through RPA, Intelligent Automation, OCR, AI/ML, Analytics, Data Mining, Process Mining, workflow solution and other Tech Led solutions b. Financials related: - Business strategist - plan and manage high ROI projects aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains - Responsible for driving transformation initiatives, among the teams aligned to them c. People related: - Execute transformation business case, future state and implementation road map, guiding process documentation, setting up automation teams/practice and supporting in the implementation. - Conduct individual performance reviews and propose the required action plan - Preferred experience in Mentoring team members through Blue Prism, Automation Anywhere, UiPath, ABBYY Flex capture, UiPath Document Understanding, Analytics Dashboards etc. platform trainings - Providing advice and guidance on best practices and Development techniques. d. Process related: - Metrics Management - Data Analysis - Value Addition - Plan & forecast resources for optimal utilization of manpower - Manager in crisis management and administrative work and timely escalation of issues - Assisting training/refresher requirements for processing teams based on the error trends of individual teams - Coordinating with the client on projects/programs related issues and updates - Effective participation in Con. Calls pertaining to Subject and process improvements - Addressing the technical queries raised by the team Qualifications: An ideal candidate should be / should have: Knowledge: - Team leadership skills (mandatory) including managing existing teams and growing new teams. - Knowledge of Basis QC Tool, six sigma concepts of DMAIC (and all tools included therein) - Experience of having done BPMS or trained on BPMS (Business Process Management System)

Hyderabad

Coimbatore

Chennai

Mumbai

Bangalore

Senior Manager/AGM  - Process Excellence - Contact Center 

Job Description for Senior Manager/AGM  - Process Excellence - Contact Center  in InnoQuest Consulting in  Hyderabad Coimbatore Chennai Mumbai Bangalore for (12-20) years of experience. Apply Now!