Key skills
Healthcare call center operationsMember and provider call center managementSLA managementKPI managementOperational performance managementMicrosoft WordMicrosoft PowerPointMicrosoft ExcelHIPAA complianceStakeholder managementLeadershipStakeholder ManagementBudgetingCommunicationTime Management
About this role
Cognizant is a global leader in technology services and solutions, and they are seeking a General Manager to run and establish their Customer Service teams. The role involves leading large-scale healthcare call center operations, driving performance metrics, and ensuring compliance with regulations while managing a team of over 500 agents.
Responsibilities:
- Lead and oversee large-scale healthcare call center operations, including hiring, training, operations, quality, reporting, and workforce performance, Team Management and escalation management
- Drive SLA and KPI achievement through effective operational strategy, governance, and continuous improvement
- Serve as the primary escalation point, ensuring timely issue resolution and strong stakeholder communication
- Partner with senior leadership to execute strategic initiatives and implement operational changes
- Present performance metrics, insights, and improvement plans to internal and external stakeholders
- Lead and drive teams to identify and implement process improvements to enhance service delivery and customer experience
- Ensure robust knowledge management, SOP development, review updates with Training team
- Manage productivity, quality assurance, compliance, attrition, absenteeism, and workforce planning
- Lead budgeting, forecasting, variance analysis and financial performance management for the operations
- Develop talent through coaching, performance management, succession planning, and career development
- Foster a culture of engagement, accountability, and continuous improvement
- Drive compliance and ensure strict adherence to HIPAA and compliance regulations
- Participate in quality listening sessions and ensure feedback sessions happen to provide timely feedback to agents and improve overall quality performance of the teams
Requirements:
- Bachelor's degree or equivalent practical experience
- Extensive healthcare experience, specifically leading member and/or provider call center operations
- Proven experience managing large teams (500+ associates) in a customer service environment
- Strong understanding of SLAs, KPIs, and operational performance management
- Proficiency in Microsoft Word, PowerPoint and Excel
- Excellent leadership, communication, and stakeholder management skills
- Strong organizational, time management, and problem-solving abilities
- Ability to work effectively under pressure and manage multiple priorities
- Ability to work with multiple clients simultaneously and take ownership of end-to-end delivery