Director, Call Center Operations

The Position:

The Director, Call Center Operations is responsible for leading the day-to-day operations of our Call Centers. The Director, Call Center Operations guides the teams’ performance goals, vertical builds, sales pipeline, data and lead procurement, along with compliance. This role involves monitoring service, performance metrics, resolving escalated issues, identifying trends, implementing process improvements, and achieved established goals.

Key Responsibilities:

• Oversee daily contact center operations including but not limited to inbound and outbound calls, member escalations, and calls handled by third-party vendors.
• Assess productivity and identify inefficiencies in the call centers, and effectively implement solutions to maximize performance.
• Working with product and data team to produce visible dashboards to track performance of each vertical
• Collaborate with leadership and individual teams to build new verticals based off industry trends and insights.
• Add third party call center resources to drive margin and yield.
• Managing call flow to ensure that all calls are reaching the appropriate destinations and yielding the expected results.
• Understanding industry compliance regulations and building processes and guidelines to ensure that our team follows them.
• Create new avenues of monetization by adding additional supply or demand partnerships.

Requirements:

• Bachelor's degree in Business Administration or a related field.
• Minimum of 5 years of experience in call center management, preferably in the insurance industry.
• Proven track record of successfully managing call center operations and achieving performance targets.
• Strong leadership and coaching abilities with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills.
• Proficient in using call center management software and CRM systems.
• Strong analytical and problem-solving skills.
• Ability to work under pressure and meet tight deadlines.