Director - Contact Center Operations

InnoQuest Consulting is hiring a Director - Operations (Contact Center) for its clients in the US healthcare industry. Candidates should have strong experience in inbound calling for the Telecom / BFSI Or US Healthcare Membership and Provider Contact Center operations, service delivery, operational excellence, and client stakeholder management.

Requirement Area Mandatory Criteria:

Domain Expertise:

• Blended Voice Operations (Inbound, Outbound & Chat)
• US Healthcare Membership / Provider Contact Centre Operations preferred.
• Open for US Shifts.
• Open for Bangalore location.

Duties and responsibilities:

• 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.
• 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 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.
• Delivering Highest Level of Service Delivery Standards.
• Exemplify Passion for excellence.
• Design and Drive Business / Program Excellence Initiatives.