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:

• English C1 (Preferred)

Work Remotely:

• No