Team Lead Operations | Cotiviti India Private Limited

Description
Team Leader Responsibilities
Effectively lead a team of production associates on Healthcare projects.
Meets daily/monthly production and quality targets.
Maintains an exemplary level of accuracy in all work.
Handles external complaints: Analyzing the situation and creating a corrective course of action.
Communicates effectively and timely with upstream functional areas to resolve issues.
Reviews team performance based on Historical Data and Quality Scores generated by MIS and QA departments.
Review documentation entered by subordinates in order to maintain data quality.
Actively involved in client communications to discuss feedback on agent’s performance.
Minimizes absenteeism and controls attrition within the team by creating the right environment for them to work in.
Liaison between support function and Operations to ensure smooth functioning of day-to-day activities.
Takes part in regular calibration calls along with colleagues, QCAs and on site managers to ensure parity and compliance on process knowledge.
Responsible for data management in terms of dashboards and sending reports to clients.
Ensuring that the required Login Hrs, Productive Time and other standards set by the client are adhered to.
Organizes continuous feedback sessions for the team to sensitize them towards important quality parameters.
Assist and lead the team in the modification of process guidelines or other materials associated with new functionality and/or reports.
Works collaboratively to achieve results.

Job Location:
Pune, Maharashtra

Other Related Responsibilities
Communicates and supports company and departmental goals and objectives.
Select, assign, train and evaluate direct reports.
Recommend or initiate associated human resources actions.
Complete special projects as assigned.
Other duties as assigned.

For More Jobs Visit: https://www.cotiviti.com/careers

Sr Network Administrator | Cotiviti India Private Limited

Job Details:
Description:

Job Title: 
Sr. Network Voice Engineer

Location:
Hyderabad, India

Department:
Information Technology – Operations

Reports to:
Manager, Network & Telecommunications Services

Summary
Cotiviti is seeking an enthusiastic Network Voice Engineer to join the team, and help manage a complex, state of the art, fast-paced and highly active enterprise data and voice network. The Network Voice Engineer will manage and support the company's Cisco Unified Communications VoIP telephone system. Specific support emphasis will be on design, configuration, management, system upgrades and day-to-day operational support and maintenance. In addition, experience in monitoring and identifying issues in the voice infrastructure is required.

Essential Responsibilities: 
Specific day-to-day responsibilities and milestones needed to achieve the objectives of the role:
Hands on experience with Cisco Call Manager (versions 11.5 or later) installation, design, configuration, administration and troubleshooting.
Must be experienced with VoIP deployments on an enterprise scale and be able to lead troubleshooting efforts and make recommendations for VoIP network design.
Experience in performing multiple processes/projects simultaneously in a fast-paced environment.
Develop and generate conceptual, logical, and physical network architectures, resulting documents and drawings, testing analyses, test plans, and risk assessments to ensure sound architecture meeting clearly stated requirements.
Available as needed for escalation of support incidents and available for after-hours on-call support.
Provide feedback and recommendations regarding service delivery improvements.
Identify and close any gaps in the existing documentation of the infrastructure.
Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community and ability to communicate technical information to non-technical personnel.
Full project lifecycle efforts (Planning, Preparation, Design, Implementation, Operation and Optimization.)

Qualifications:
The successful candidate should have the following skills:
Minimum 6 to 8 years relevant experience and  CCNP /CCIE Collaboration equivalent certifications.
Experience supporting large heterogeneous network infrastructure.
Strong understanding of telephony dial plan design, implementation, and call control/routing protocols such as H.323, MGCP, SIP, SCCP, Q.SIG, CAS, ISDN PRI, FXO, FXS, and POTS.
Experience with the following: Cisco Unified Communications VoIP telephone system which includes Call Manager, Unity Connection, Presence, Emergency Responder, Exchange, MS Lync, Jabber, Telepresence, Contact Center Express, CRS servers, TMS, VCS, SRST, ATA and third-party hardware and software integrations.
Strong knowledge and experience in designing, deploying, and troubleshooting Digital/Analog voice gateways, media resources such as conferencing, transcoding, MTP, and MoH, and voice endpoints such as IP phones, and CIPC (softphones).
Experience designing, configuration and implementing Call Manager on bare metal, Windows and VMWare.
Zoom International call recording software
Configure and maintain SRST, voice QoS, Voice Routing Protocols and Voice Gateways.
Experience working under rigid security compliance requirements. HIPAA, NIST, NERC, Government, healthcare, PHI, PPI, network security and auditing, etc.
Good knowledge and experience working with global and local telco carrier service providers. Experience dealing with remote/field site outages, testing, troubleshooting and coordination of service restoration with remote-hands and or 3rd party resources.
Strong team player. Capable of working together with team-members to come up with solutions to meet complex design challenges or random network issues.
Adequate project, documentation and organizational skills, and ability to manage time and complex tasks.
Experience with Cisco Unity Connection and Office 365 integration.
Experience configuring and troubleshooting Cisco Border Elements and integrating them with carrier SIP trunks
Experience implementing and maintaining call recording software
Strong understand of Cisco Finesse call centers as well as the associated reporting tools.  This includes creating custom UCCX scripts and Finesse dashboards, as well as the CUIC reporting tool.
Experience with Mobile Remote Access for Jabber and IP phones.  Strong understanding of both Cisco VCS-C and VCS-E.
Nice to have

Hands-on Administration experience of LAN, WAN, VoIP and routing technologies such as OSPF, BGP, MPLS, VPN (GRE & L2L), QoS, HSRP, GLBP and IP-SLA. In-depth understanding and experience dealing with a variety of Cisco hardware and IOS (12 & 15) is highly desired.
Experience:
Upgrading and migrating from older CallManager to version 9 or later.
With 79xx, 89xx, 88xx and 99xx Cisco IP Phones.
Monitoring and network management systems.

Success factors
Customer Service Focused
Integrity
Self-Motivated
Passionate
Team Player
Results Oriented
Reliable
Professional
Supervisory responsibilities
None

Working conditions
The employee must occasionally lift and/or move up to 50 pounds

Email us at: clientsupport@cotiviti.com