Top Tech Jobs & Startup Jobs

Manage a small WFM team to develop and optimize multi-site schedules using WFM tools, ensure SLA adherence, process scheduling changes, analyze staffing needs, lead staffing reviews, and coordinate training and non-productive time planning to maintain 24/7 coverage.

Lead capacity and workforce planning for contact center programs: build and maintain forecasting and capacity models, manage headcount forecasting, produce reports/dashboards, partner with stakeholders and vendors, oversee scheduling and staffing to meet KPIs and financial targets, and drive process improvement and strategic workforce initiatives.

Lead and manage a large healthcare training delivery team to design, deploy, and evaluate training programs. Build digital e-learning and AI-driven learning pathways, deliver on operational training metrics (throughput, 30/60/90-day performance), reduce time-to-proficiency, collaborate with stakeholders, and mentor staff while ensuring training stays current with industry standards.

Monitor and analyze real-time contact center data to manage intraday staffing, SLAs, ASA and abandon rates; engage with clients; lead week-ahead planning; onboard/offboard crew; perform trend analysis; coordinate outages and contingency responses; and drive workflow/process improvements.

Partner with senior leaders to align HR strategy to business goals; lead employee relations, engagement, retention, talent management, investigations, compliance, and HR metrics analysis to improve organizational performance.

Design, develop, and deliver training programs for claims administration (voice). Schedule sessions, conduct call-listening, prepare training materials and video modules, train freshers and existing staff on end-to-end RCM, perform pre/post assessments, monitor progress, and collaborate with management to identify training needs. Manage and handle training teams and batch-wise classroom and virtual training.

Handle non-voice claims administration tasks including processing claims, meeting SLAs and TATs, maintaining quality and productivity metrics, learning process areas, and supporting team performance through effective communication, problem-solving, and adherence to guidelines.

Designs and delivers onboarding and ongoing training for claims administration staff, develops e-learning and classroom content, assesses training effectiveness, maintains training records, and partners with SMEs and management to improve staff skills and performance.

Design, develop and deliver training programs for voice claims administration staff (RCM). Schedule and run batch trainings, create materials, conduct call listening, perform pre/post assessments, track progress, and collaborate with management to identify training needs.

Design, develop, and deliver end-to-end reports, MIS and BI dashboards (Excel, Power BI, Access, SQL). Track KPIs, automate processes using VBA, provide operational insights to stakeholders, support transformation initiatives, and lead performance review meetings across sites.