πWorldwide
Director of Call Center Operations
closed
IntellaTriage
πRemote - United States
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
This job is filled or no longer available
Similar Remote Jobs
π°$185k-$225k
πUnited States
πUnited States
π°$90k-$105k
πUnited States

Director, Client Servicing and Operations
Carolinas Investment Consulting
π°$172k-$225k
πUnited States
πPhilippines
π°$202k-$322k
πUnited States

π°$100k-$129k
πUnited States

π°$100k-$129k
πUnited States

π°$100k-$129k
πUnited States