Assistant Vice President/Vice President - Operations - Healthcare Contact Center

Mandatory Ask:

- 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.

- Only those people who are servicing Voice Operations out and out at present

- Servicing North American markets and specifically U.S.

Roles & Responsibility :

- 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.

- 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