Service Delivery Lead

Experience

• 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

• Minimum Graduate.

• 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.