Delivery Leader – Healthcare Contact Center – AGM/AVP
PuneFull Time
CONTACT CENTER OPERATIONS
HEALTH CARE
HEALTHCARE OPERATIONS
PAYER
PROVIDER SUPPORT
Job description
Job Title: Delivery Leader – Healthcare Contact Center – AGM/AVP
Location: PAN India
Candidate Expectations:
Strong understanding of
healthcare offerings across techno-functional areas in contact center environment, with over 18+ years in US Healthcare BPO industry (Entire tenure),
with at-least 10+ years in Contact Center
Must have exposure of US
Healthcare Member and Provider side of business (Member side experience is
must)
Preferred professional with
Healthcare Industry certification
Must have led deals
Job description:
Hands on oversight of 200–400+
FTE healthcare operations across Member Call, Provider Call, Eligibility,
Enrolment, Member Services etc.
A Resident knowledge SME and
expert of US payor, provider call center operations experience.
End-to-end ownership of KPIs,
SLAs, compliance, quality, accuracy, and experience outcomes.
Drive standardized governance,
operating rigor, and delivery maturity across all towers.
Primary strategic contact for
senior client leadership, aligning delivery with business objectives and growth
roadmap.
Lead proactive, reactive opportunities
for expanding organization's footprints, leading pursuits from SME standpoint.
Led customer engagements and compliment delivery and execution strategies
aligned to solution objectives. Support pricing, solutioning, and operating
model design for new deals, expansions, and renewals.
Proactively identify
operational risks and implement mitigation plans to ensure service continuity.
Lead large-scale
transformation initiatives including automation, digitization, AI enablement,
and cost optimization.
Apply Lean/Six Sigma
methodologies to improve efficiency, quality, and productivity.
Own operational budgets,
productivity targets, and cost-to-serve models.
Lead capacity planning,
forecasting, and workforce optimization.
Build strong leadership
pipeline across Managers and Senior Managers.
Drive engagement, retention,
and performance culture across delivery teams.
Skills Required
Delivery Leader – Healthcare Contact Center – AGM/AVP
ITES/BPO/KPO
Full Time, Permanent
Key Skills
- CONTACT CENTER OPERATIONS
- HEALTH CARE
- HEALTHCARE OPERATIONS
- PAYER
- PROVIDER SUPPORT
Other Information
GO/JC/2282/2026
Hemalatha
