Director of Call Center Operations

Summary

Join a rapidly growing, patient-focused business as the Director of Call Center Operations, overseeing day-to-day operations, leading support functions, and providing strategic insight to improve scheduling and scalability.

Requirements

• Education or experience equivalent to a bachelor's degree in business administration or related field
• 5 plus years' experience in a call center environment
• At least 2 years of supervisory experience is required
• Experience managing remote employees preferred
• Experience in managing contact center teams in high-paced operations environment
• A proven performance record in the customer support environment, and in the development and management of teams
• Knowledge of contact center management tools, processes, procedures, and performance metrics, and can innovate and improve as needed
• Excellent leadership in motivating others and building teams that demonstrate strong service orientation and that produce high member satisfaction
• An ability to balance a variety of tasks and priorities
• Highly organized with strong attention to detail
• Interest in building a world class organization with a high level of accountability

Responsibilities

• Directs Remote Call Center staff
• Manage a team of supervisors to ensure appropriate workforce management, queue setting, and on-shift intervention as necessary
• Closely monitor call statistics and productivity metrics to ensure appropriate customer coverage
• Provide strategic guidance and recommendations to executive leadership on call center opportunities to include new metrics, new processes, and new systems or platforms
• Coordinate with Operations Team to analyze on an ongoing basis; volume forecasting, workload capacity, staffing preparation, scheduling, and call center performance reports including collecting and summarizing data and trends
• Produce both analysis and insight on ways to optimize the current schedule and staffing model
• Responsible for all aspects of the phone system including but not limited to ensure adequate functionality, appropriate staff permissions, and appropriate skill / queue assignments for each member of the team
• Ensure all support resources and licensures are up to date and accurately maintained
• Analyze department and employee workflow to ensure a high level of quality and productivity for each employee
• Accountable for analyzing employee performance and recommending solutions for improvement
• Performs all written performance evaluations for Call Center Supervisors and Operations Assistants
• Maintains written department procedures and ensures staff are complying
• Partner with clinical leadership with disciplinary process, if necessary
• Assist the COO with any special projects, duties as required
• Be prepared to serve as the Administrator on Call on a rotational basis

Benefits

• Full-time employees will be eligible for our benefits package that includes medical, dental, vision, and/or supplemental insurances
• All employees accrue PTO (bi-weekly)
• Eligible to participate in 401K