PRIMARY JOB DUTIES AND RESPONSIBILITIES

• Drive the day-to-day performance of the Contact Center omni channel operations, ensuring seamless service across voice, digital, and AI-enabled channels in alignment with CCAD’s patient-first strategy.
• Champion the adoption and effective use of technology, automation, and AI-enabled tools to improve efficiency, enhance patient experience, and continuously identify opportunities for operational improvement.
• Build and sustain a highly engaged, motivated, and performance-driven workforce culture across supervisors and frontline teams, ensuring strong morale, accountability, recognition, and retention in a high-pressure healthcare environment.
• Own full operational performance across all channels, ensuring delivery against international benchmark KPIs including service level, response time, abandonment rate, quality, first contact resolution, and patient satisfaction.