Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries. Job title: Senior Director - CC Job Description: Job Title: Senior Director Contact Centre Operations – US2 Reporting to : AVP/VP Location : Bangalore Working Hours/ Days : 9 Hours / 5 Days a Week Shift : Night Shift (6pm-3am) 9hr shift (There can be fortnightly/ monthly call between 06:30am-2pm IST) Team Size : 350 FTE+ Company URL : www.sagilityhealth.com Mandatory: 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. This role is aimed to be leading the Ideation of Centre of Excellence in the space of Contact Centre Operations. Preferred from US Healthcare Membership/ Provider Contact Centre industry. Objectives and Responsibilities • A Bachelor degree or equivalent qualification. • RPA/ Analytics Certification preferred • Preferably Lean/ Six Sigma Certified As a Strategic Thinker: • 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. As Driving Results: • 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 As a Partner with Clients: • Delivering Highest Level of Service Delivery Standards • Exemplify Passion for excellence • Design and Drive Business/Program Excellence Initiatives • Voice of the Organisation. Lead People: • Managing Self • Inspirational Leadership • Lead from the front as the SME of the Business/ Program Design & Drive People Metrics • Promoting Diversity & Inclusion as per Organisational Culture • Mentoring & Coaching Operational & Leadership values • Improve employee retention and enhance employee engagement. • Succession Planning Qualifications & Mandatory Skills : • Graduation / Postgraduate. • Must be working with U.S based Business / Customers in U.S Shifts • Thorough understanding of all Voice based metrics and SLA • Knowledge of Blend Voice Operations (Outbound & Inbound) • ACD, CITRIX, Dialer Understanding is must • IVR & Call Tree Management is preferable • CSAT/ NPS Governance • Business Governance and Auditing • Knowledge of Reporting Tools • Awareness of ISO, ISMS • Excellent Client Communication Skills • MIS and Reporting Understanding (Creating Dashboards) • Process Improvement Skills and Tools • Excellent Analytical skills • Revenue Management & P&L Understanding • Proven participation on Improvements Project • Managed a large and Complex Delivery Team • Preferable Onshore Transition experience • Awareness of ISO, ISMS & other Compliance and Audit Parameters • Astute understanding of MS Office Tools • Displays a High Level of Integrity and Maturity • Displays high level of People Management practices Location: BangaloreIndia