Remote Director of Call Center Operations

Logo of IntellaTriage

IntellaTriage

πŸ“Remote - United States

Job highlights

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

Share this job:

Disclaimer: Please check that the job is real before you apply. Applying might take you to another website that we don't own. Please be aware that any actions taken during the application process are solely your responsibility, and we bear no responsibility for any outcomes.

Similar Remote Jobs

Please let IntellaTriage know you found this job on JobsCollider. Thanks! πŸ™