Manager

Ikya Human Capital Solutions Pvt Ltd
  • Delhi
  • Confidential
  • 8-13 years
  • Views
  • 04 Oct 2016

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Responsibilities:

The candidate will be handling multiple vendor sites as Client SPOC.

1. Primarily responsible for ensuring and influencing the supplier to deliver a premier customer experience for all customer contacts and meet all Key Performance metrics per the contractual agreement.

2. Point of contact and delivery for driving supplier involvement and partnership on Key strategic initiatives and Contractual obligations

3. Partner with supplier and Global Capability Sourcing team to ensure all key metrics are delivered

4. Responsible for multiple Supplier performance ratings and facilitation of Quarterly Business Reviews & Performance improvement initiatives

5. Establish collaborative partnerships across verticals and operating levels within the company to be recognized as Vendor Management Center of Excellence delivering superior Customer service

6. Ensure department compliance with all applicable ERISA, HIPPA, industry regulations and internal Quality Management Systems (QMS) guidelines.

7. Lead or participate on work teams that identify and execute plans that result in new or improved operations/programs across Business Process Management landscape

8. Facilitate discussion for new business opportunities; design solution & support migration activities for Call Center and Data Imaging Workflow (BPM) processes

Experience in Call Center Management (Mandatory)
Vendor Operations / Contractual Oversight (Mandatory)
Operations Management experience for end to end operations
Overview of Financial forecasting, Planning and SOW Invoicing
Knowledge about the Insurance industry in US

The candidate MUST BE FROM INTERNATIONAL BPO.
Prior Experience in VENDOR SITE  IS A MUST

 Experience in Call Center Management (Mandatory)

- Vendor Operations / Contractual Oversight (Mandatory)
Shifts: Rotational


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