We are looking for a Director of Call Center Operations:
Tasks:
- Ensure the highest standard of customer care is delivered and maintained in all aspects of the Customer Service function including (but not limited to): inbound and outbound call management, complaints, appeals and grievances processes, etc.
- Directs the day to day operations of the call center ensuring service and quality metrics are at minimum met but preferably exceeded.
- Manages the call center to reflect industry best practices and strives to achieve industry certifications such as Call Center of Excellence or others to validate the standard of performance.
- Provides strong, dynamic leadership that mentors, develops, and guides team of managers to efficiently and effectively lead a team of 400+ customer service
- representatives..
- Constantly develops and implements initiatives which optimizes business performance and results in increased member/provider satisfaction.
- Supports and drives a culture of business excellence thus ensuring that all employees are fully informed, trained and supported in exceeding our customer/provider?s expectations.
- Ensures call volume forecasts and planning requirement are built to manage peak volume periods to ensure delivery of KPIs.
- Ensures that the company follows and complies with all contract, state and regulatory agency guidelines and standards.
- Oversees the call center?s quality assurance and implements any necessary corrective actions to ensure consistent application of all laws, regulations and policies.
- Complete regular analysis (monthly and quarterly) of call center performance reports and ensure accuracy and timely distribution of reports that provide insight to performance.
- Develop and manage annual operations budget.
Skills/Abilities:
- Thorough understanding of practices, theories, and policies involved in business and finance.
- Minimum 5-7 years of Call Center/Contact Center management experience
- Superior verbal and written communication and interpersonal skills.
- Superior managerial and diplomacy skills.
- Extremely proficient in Microsoft Office Suite or related software.
- Excellent organizational skills and attention to detail.
- Excellent analytical, decision-making, and problem-solving skills.
- Masters degree in Business Administration
*
Job Types: Full-time, Permanent
Salary: 100,000.00? - 120,000.00? per month
Experience:
- Call Center/Contact Center management: 5 years (Preferred)
Language:
Work Remotely: