Head – Call Center Operations

Work Location: Chennai

The Head of Call Center Operations will be responsible for service delivery for call center processes at Access Healthcare- cutting across functions, processes, and delivery sites of the organization.

Key tasks & responsibilities

  • Communicate with clients and other stakeholders and to solicit input to improve the program
  • Identifying and driving organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives, catalyzing new approaches to improve results by transforming organizational culture, systems, or products/services
  • Work in closely with the sales team and support on Call Center Operations, Due Diligence and process support
  • Handling transition and responsible for delivery management of various clients from US
  • Participates in the hiring process and educational planning for staff
  • Provides consultation, leadership, and expertise to internal management in the planning, implementation, and delivery of education to operations team
  • Ensure all staff members receive orientation and appropriate training in accordance with organizational standards and compliance
  • Liaise with other managers to ensure the effective and efficient program delivery
  • Ability to understand the exact requirement of each client and provide them more than the expected results both in terms of productivity/quality and service delivery
  • Ensure that the program operate within the approved budget
  • Coordinate the delivery of services among different program activities to increase effectiveness and efficiency
  • Decision making- Good in taking right decision at right time and capable of working with minimal supervision
  • Monitor cash flow projections and report actual cash flow and variance to Management on a regular basis (monthly/bimonthly)
  • Identify and evaluate the risks associated with program activities and take appropriate action to control the risks
  • Monitor the program activities on a regular basis and conduct evaluation according to the program evaluation framework and report evaluation findings to the Management and recommend changes to enhance the program, as appropriate
  • Work in close conjunction with the higher management by understanding the requirement and by meeting the expectation levels
  • Oversee the collection and maintenance of records on the clients of the program for statistical purposes according to the confidentiality/privacy policy of the organization

REQUIRED SKILL

  • At least 12 to 16 years of experience of having worked in BPO Operations
  • Extremely knowledgeable about Call Center operations, technology and solutions