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BPO Associate Director

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Date: Nov 24, 2022

Location: Coimbatore, TN, IN

Company: NTT DATA Services

Roles and Responsibilities:

  • Provide outstanding customer service
  • Should be able to handle a larger team with multi-specialties comprising of Diagnostic Radiology, IVR, Coding Denial Management & Anesthesia. 
  • Quality Management and Process Framework in addition to Operations
  • Responsible for end to end management of the process, workflow, day to day operations, frontline customer communication and SLA deliverables of TAT and Quality. 
  • Responsible for people management and should be able to resolve disputes/issues and be able to groom people to next layer and create sufficient backups.
  • Responsible to implement process improvements, drive initiatives that will result in operations and process improvements and implement customer value adds that will drive savings for end customer. 
  • Should coordinate and work with respective support staff like HR, TA, IT, NW and Training departments to support the account.
  • Staff management by proportionately reducing people based on volumes.
  • Coordinate escalations and collaborate with teams, leadership and customers to ensure timely resolution of issues
  • Process and productivity improvement



  •  15 Years of experience in BPO Medical Coding and relevant experience  with multi-specialties comprising of Diagnostic Radiology, IVR, Coding Denial Management & Anesthesia.
  • Any Coding certification from AHIMA or AAPC is must
  • Ability to handle customer calls along with people management
  • Good influencing and communication skills
  • Excellent client service skills and leadership capabilities
  • Excellent analytical / problem solving skills
  • Excellent organizational and time management skills
  • Ability to develop comprehensive and complex operational and strategic plans


Job Segment: Manager, Management