Head - Contact centre operations

Lead and oversee multiple US healthcare voice programs (inbound, outbound, blended) across sites or geographies.

Good at Call Center Operations / Contact Center Operations - Ensure consistent achievement of SLAs, KPIs, and quality standards across all processes.

Drive operational excellence through process optimization, automation, and best practices.

Manage workforce planning, staffing, and scheduling to ensure capacity meets demand.

Serve as the primary escalation point for client relationships on operational matters.

Partner with client leadership to understand business objectives and identify growth opportunities.

Lead Quarterly Business Reviews and present operational performance, improvements, and innovations.

Ensure strict adherence to HIPAA, CMS, and other US healthcare compliance requirements.

Collaborate with Quality & Compliance teams to implement robust audit and governance mechanisms.

Drive continuous improvement in quality scores, First Call Resolution (FCR), and Net Promoter Scores (NPS).

Lead, mentor, and develop senior managers and operations managers.

Build a high-performance culture with a focus on coaching, talent development, and retention.

Implement reward and recognition programs aligned with performance outcomes.

Own the P&L for assigned healthcare operations.

Drive cost optimization while maintaining service quality.

Collaborate with business development teams for solutioning and RFP/RFI responses for new healthcare voice opportunities.

Proven experience in managing large-scale voice operations.

Strong knowledge of US healthcare regulations, payer/provider processes, and revenue cycle management.