Senior Director - CC

About the role

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

What you'll do

• Someone who has been operating in the US healthcare Membership/ Provider Contact Centre
• Identifying Value additions and Process Improvement Initiatives
• 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

What you need

• 18–22 yrs of experience
• MS Office
• MIS reporting
• Customer service
• Client relationship
• Demand planning
• Employee engagement
• Any graduate

Good to have

• RPA
• Six Sigma
• Talent management