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:
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:
Skills Required
- 18–22 years of overall professional experience
- At least 10 years of leadership experience in blended voice contact centre operations
- Experience in inbound, outbound, and chat operations
- Experience operating U.S. healthcare membership or provider contact centres
- Bachelor’s degree, graduation, or equivalent qualification
- Experience working with U.S.-based customers or businesses in U.S. shifts
- Understanding of voice-based metrics, service-level agreements, and blended voice operations
- Knowledge of ACD, Citrix, and dialer systems
- Knowledge of IVR and call-tree management
- Experience with CSAT and NPS governance
- Business governance, auditing, ISO, ISMS, and compliance knowledge
- Reporting, MIS, dashboard creation, and analytical skills
- Process improvement skills and tools
- Revenue management and P&L understanding
- Experience participating in improvement projects
- Experience managing large and complex delivery teams
- Onshore transition experience
- RPA or analytics certification
- Lean or Six Sigma certification
- Excellent client communication and stakeholder management skills
- Strong people management, coaching, mentoring, and leadership capabilities
What We Do
Sagility is a technology-led healthcare operations and business process optimization partner serving payers and providers. It combines healthcare expertise with artificial intelligence, intelligent automation, analytics, cloud platforms, consulting, and BPaaS to streamline claims, membership, clinical, payment-integrity, provider-network, and revenue-cycle workflows across the healthcare ecosystem. Its goal is to reduce administrative costs, improve member and provider experiences, and support better clinical and financial outcomes.
