Remote Director of Call Center Operations

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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

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