. Lead outsourced contact center operations, vendor management, manpower management and support staff hiring. Manage and lead the team leaders to ensure process is handled smoothly and efficiently. Build an operating plan for CS in terms of planning and strategy. Derive metrics to monitor contact center performances such as login hours, AHT, SLA, AUX time, Wait time, etc. Continuously evaluate and re-engineer processes to provide best in class resolution andincrease in FTR. Bring out maximum efficiency of internal tools (ticketing/CRM) to provide requiredinformation and action access to all stakeholders. Identifying all the impacts on customer journey prior to new launches, promotions and pilots. Track status of ongoing projects/campaigns and ensure that priorities are being met as per schedules. Work with product to solve "fundamental issues" leading to customers complaints/call flow. Work collaboratively with different teams such as product/tech/finance etc to ensure timely implementation and action taken as per the requirement

• Managing the reimbursement and pre-auth claims • Auditing claim authenticity • Providing expertise support by reviewing and evaluating claims• Maintaining and publishing key data points and excels

• Working for streamlining and improving internal business process so that customer experience can be enhanced• Handled deductions/refunds pan Indian business process