Skip to main contentA logo with &quat;the muse&quat; in dark blue text.

Service Delivery Lead

Calcutta, India


  • Overall 18+ years of Healthcare experience with 12+ year of Account Handling experience (Leadership role) in a Contact Center setup
  • Exp in managing payor Ops (Provider and Member services)
  • Must have experience in managing a large team 500 to 1000 FTE's, multi-channel support (Voice/Chat and Email)
  • Expertise in contact center platforms and CRM tools like Genesys, Avaya, salesforce etc and prepare solutions for new customer acquisitions.
  • Understanding of evolving tech in contact center like AI and Gen AI implementation
  • Experience in driving contact center transformation projects focused on NPS, CSAT and FCR


Want more jobs like this?

Get Data and Analytics jobs in Calcutta, India delivered to your inbox every week.

By signing up, you agree to our Terms of Service & Privacy Policy.
  • Minimum Graduate.

Skills Required

  • Works independently, demonstrates initiative and innovative thinking, clear and concise communication skills.
  • Managing account P&L & Supports the learning environment.
  • Ability to work on Outcome based metrics.
  • Ability to plan and strategize to meet daily/weekly/monthly goals.
  • Experience of developing contact center solutions for RFP's

  • Responsible for maintaining accounts Gross Margins, cost, people management, SLA reporting and driving continuous improvement initiatives and enhancing process efficiency.
  • Closely monitoring revenue and ensure no revenue leakage.
  • Ability to teach/coach mid management to improve performance.
  • Ability to introduce innovative ideas of process improvement.
  • Production planning & control, process monitoring, assignment & review of workload.
  • Analyzing SLA parameters with team performance and planning continuous improvement in performance, process optimization, adherence to reporting schedules and maintaining all necessary process documentation as per the process protocol
  • Ensuring deliverables as per client expectations are met with highest satisfaction.
  • Oversees the hiring, on-boarding and training of new hires.
  • Monitor and manage workflow or daily targets to assure timely delivery of agreed SLAs
  • Planning and process development - Innovate to optimize production and constantly improve Production, Quality and Turnaround Time
  • Motivating employees by introducing various beneficiaries & growth opportunity.
  • Managing operational issues keeping client expectations on highest priority
  • Identify training gaps and work with support team to develop effective plan.
  • Team management - Performance review of team members at regular intervals & allocate proper shift as per project requirement.
  • Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations.
  • Ensure periodic reporting and dashboards on the performance and the growth plans.
  • Monthly business review meeting with the client & Stake holders and ensures the resolution of all issues to the satisfaction of the clients.

Client-provided location(s): Kolkata, West Bengal, India
Job ID: Wipro-3048019
Employment Type: Full Time