Senior Director - Operations - Contact Center Operations

Senior Director Operations - Contact Center Operations

Innoquest is looking for professionals with experience in US Healthcare Membership and Provider Contact Center operations for our clients in the healthcare industry. Candidates should possess strong domain expertise in managing member and provider interactions, service delivery, operational excellence, and client stakeholder management within the US healthcare ecosystem.
Requirement Area Mandatory Criteria :
Domain Expertise :

- Blended Voice Operations (Inbound, Outbound & Chat)

- US Healthcare Membership / Provider Contact Centre Operations preferred.
- Open for US Shifts.

- 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