Director of Call Center Operations

Director of Call Center Operations

Our client is a leading healthcare network, specializing in treatment centers and telehealth. They are at the forefront of the industry, offering best-in-class service to their patients. To support their continued success, they are looking for a Director of Call Center to drive a strong patient experience and performance results to service patients with excellence. This person should be a dynamic progressive leader, focused on delivering premiere customer service with innovative ideas and solutions for the department.

The Director of Call Center Operations will play a key role in the development and implementation of enhancements to phone systems, customer relationship management (CRM) systems, and provide senior management oversight to the customer service center. This empathetic leader will have strong emotional intelligence and oversee 3-4 managers, with a total headcount of 100 in 5 locations globally. The role also includes 10% travel.

This Role Offers:

• Competitive base salary plus comprehensive benefits, including medical/dental/vision, 401(K), and more.
• Award-winning, nationwide company with decades of experience.
• Tight-knit culture focused on taking care of their employees.
• Ample opportunities for growth and career advancement.
• Company centered around integrity, compassion, and respect – for their employees and patients alike.
• High employee tenure with low red tape culture. They hire professionals and trust their expertise, giving them room to make tangible impacts.

Focus:

• Provide leadership of call center performance strategies, including process improvement, business continuity, project management, quality, compliance, and performance management.
• Ensure call center key metrics are achieved and/or surpassed.
• Organize all-inclusive, routine training sessions for representatives to ensure top-tier inbound customer support solutions.
• Embrace the latest call center tools and technologies, including IVR, AI, and other call center technologies, to accomplish customer service functions.
• Develop key performance questions, collect supporting data, and determine strategies to improve key performance indicators.
• Maximize product coordination through oversight of task management systems.
• Manage customer and team member escalations.
• Develop interpersonal relationships with cross-functional departments to improve performance metrics.
• Utilize innovative techniques to design, improve, and maintain quality assurance processes.
• Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.
• Drive continuous improvement initiatives to enhance call center operations.

Skill Set:

• 8+ years of hands-on experience within large call center operations.
• 5+ years of experience managing call centers or customer service operations.
• Experience in healthcare-related settings is preferred.
• Bachelor's Degree in business, operations, or a related field is required.
• Strong background in call center operations with demonstrated experience in workforce planning, customer service, and molding a team for success.
• Understanding of cloud call center software, interactive voice response (IVR), and call distribution.
• Proven experience using technology to support a call center environment (Microsoft Office, CRM, etc.). Advanced Excel skills are a must.
• Expert knowledge of customer service systems and processes.
• Experience with continuous improvement methodologies is ideal.
• Empathetic leader with strong emotional intelligence, capable of managing a diverse team in multiple locations.