Ensure end-to-end delivery and achievement of SLAs/KPIs (Quality, AHT, FCR, CSAT/NPS, Productivity, Attendance/Adherence, Attrition, Financials).
Run day plans, huddles, tracking, and control checks; manage queues and staffing needs.
Set goals for Team Leaders/AMs, drive performance management, coaching, mentoring, and succession planning.
Handle client communication, prepare dashboards, and lead business reviews; manage escalations.
Ensure audit readiness, regulatory adherence, process documentation, and confidentiality of data.
Identify trends, conduct RCA, implement corrective/preventive actions, and drive improvements.
Work closely with Training, Quality, HR, IT, Analytics, and other sites/locations for stable operations.
Hire Right Talents, nurture, coach and make them Voice Business ready.
Drive engagement initiatives, manage morale, and address grievances.
Support migrations, new launches, change requests, and special projects assigned by leadership.
Create accurate reports and maintain strong written/verbal communication discipline.
Design scripts to meet quality parameters and coach Team members accordingly.
Requirements
Minimum -Bachelor’s Degree in a health care or management field, required.
Ensure end-to-end delivery and achievement of SLAs/KPIs (Quality, AHT, FCR, CSAT/NPS, Productivity, Attendance/Adherence, Attrition, Financials).
Daily operations governance: Run day plans, huddles, tracking, and control checks; manage queues, staffing needs, and real-time performance with WFM/Planning.
Team leadership: Set goals for Team Leaders/AMs, drive performance management, coaching, mentoring, and succession planning.
Client management: Handle client communication, prepare dashboards, and lead weekly/monthly/quarterly business reviews; manage escalations and ensure closure with action plans.
Quality & compliance: Ensure audit readiness, regulatory adherence, process documentation, and confidentiality of customer/member data.
Cross-functional coordination: Work closely with Training, Quality, HR, IT, Analytics, and other sites/locations to ensure stable operations and transitions.
Team Build: Hire Right Talents based on assessment and logical reasoning of skill based talents, Nurture, coach and make them Voice Business ready. Plan future readiness along with inhouse learning & development.
People engagement & retention: Drive engagement initiatives, manage morale, address grievances, and reduce attrition through recognition and development.
Project/transition management: Support migrations, new launches, change requests, digital/analytics interventions, and any special projects assigned by leadership.
Reporting & communication: Create accurate reports, present insights clearly to leadership and clients, and maintain strong written/verbal communication discipline.
Recognizes trends in data to plan future projects and strategies, monitors the daily operations of the utilization management business.
Call Coach: Ability to design scripts that meets all quality parameters and coach Team members to deliver professional standards.