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

📌 Senior Director (Bengaluru)
🏢 Sagility
📍 Bengaluru