Senior Director - CC

Sagility; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Sagility seeks a Senior Director Contact Centre Operations for US2 to lead blended inbound/outbound voice activities in a US-shift model from Bengaluru. You will drive client relationships, performance metrics, and continuous improvement across a large delivery team.

Ideal candidates have 18–22+ years of overall experience with at least 10 years in leadership within contact centre operations, and are versed in governance, ISO/ISMS, and NPS frameworks.

Qualifications

• 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.

Responsibilities

• Lead a blended inbound/outbound voice operation for US2 center.
• Identify value adds and process improvement initiatives.
• Manage stakeholders and client relationships.
• Oversee account management and service excellence.
• Lead a large delivery team with SME leadership.
• Define voice ops strategies via needs assessment and capacity planning.
• Set user requirements and production, quality standards.
• Design and implement NPS for voice operations.
• Ensure ISO/ISMS compliance awareness.
• Monitor supply planning and WFM.
• Design and monitor transactional quality parameters per SLA.

Skills

Leadership

Stakeholder Management

Client Relationships

Program Leadership

People Management

Analytical skills

Process Improvement

P&L Understanding

Communication Skills

Delivery Excellence

Education

Graduation / Postgraduate

Tools

ACD

CITRIX

Dialer

IVR

MS Office

Job description

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Job title:

Senior Director - CC

Job Description:

Job Title: Senior Director Contact Centre Operations – US2

Reporting to : AVP/VP

Location :

Working Hours/ Days :

Shift :

(There can be fortnightly/ monthly call between 06:30am-2pm IST)

Team Size :

Company URL :

www.sagilityhealth.com

Mandatory:

Ideal candidature would be 18-22 + YEARS OVERALL EXPERIENCE WITH MIN 10 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.

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

Location:

BangaloreIndia