Senior Vice President - Operations - Contact Center

Mandatory Ask :

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..

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

- Servicing North American markets and specifically U.S.

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.

Role Objectives :

- 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