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
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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

📌 Senior Director (Bengaluru)
🏢 Sagility
📍 Bengaluru