Senior Director - CC

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

Delivering Highest Level of Service Delivery Standards

Exemplify Passion for excellence

Design and Drive Business/Program Excellence Initiatives

Voice of the Organisation.

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