Director of Call Center Operations
3.
3 Greenwood Village, CO Greenwood Village, CO Full-time Full-time $100,000 - $130,000 a year $100,000 - $130,000 a year 1 day ago 1 day ago 1 day ago
Summary:
The Director of Call Center Operations is responsible for overseeing the sub-departments:
provider support contact center and administration, patient (member) services call center and administration, workforce management and quality assurance.
The Director of Call Center Operations owns the results and output for the sub-departments and is responsible to manage day-to-day operations, develop direct and indirect reports, to lead department-specific initiatives and directives to influence scalability, growth, revenue, and efficiency and to support company-specific initiatives and directives.
Essential Functions &
Responsibilities:
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
1.
Responsible for day-to-day operations for the assigned sub-department(s), which includes leadership, support, and direction to Operation Managers/Supervisors and front-line staff to ensure such sub-departments achieve department objectives.
(20%) 2.
Analyze and have an in-depth understanding of the processes, procedures, policies, and related systems for the assigned sub-department(s).
(15%) 3.
Function as the subject-matter expert for the assigned department(s).
(10%) 4.
Monitor turnover trends in sub-department(s), and work with Operation Managers and HR leadership to identify underlying causes and plans to address; actively and regularly engage with all employees in the sub-department(s).
(10%) 5.
Foster and ensure a culture of continuous improvement and accountability is in place; the Director will act as a role model and hold staff accountable for personal and departmental objectives.
(15%) 6.
Perform regular 1:
1's with sub-department managers to develop leaders, evaluate performance and identify growth opportunities in the department, and assist with their people leadership responsibilities.
(10%) 7.
Work with Workforce Management (WFM), Human Resources (HR), Account Management/Sales, and Sr.
Leadership/Finance Departments to ensure interdepartmental cooperation and alignment for hiring processes.
(10%) 8.
Build strong relationships inside and outside of their respective area; respond timely and thoughtfully with all stakeholders to support positive interdepartmental cooperation.
(10%) Knowledge, Skills, & Abilities:
1.
Influence & Persuasion - Builds coalitions or coaches others to enhance their persuasive and influencing skills.
2.
Creativity & Innovation - Nurtures creativity in others by encouraging the creative process and continuous improvement.
3.
Initiative - Inspires and empowers others to act.
4.
Project Management - Manages multiple projects through others.
5.
Strategic Thinking - Coordinates strategies of multiple stakeholders.
6.
Managing People - Builds and manages business divisions, a manager of managers.
7.
Decision Making - Coordinates others to make significant or complex decisions.
8.
Agility - Guides others to prepare for and respond to changes with quick and focused actions.
9.
Negotiation - Advises others on how to use negotiation skills in new or complex situations.
10.
Using Technology - Uses advanced software or software features to accomplish their work Education and
Experience:
Recommended:
Bachelor's degree in a related field.
A combination of education and experience may be considered in lieu of a formal education.
8 -10 years of progressive people management roles Extensive expertise in contact center operations, phone systems, ticketing systems, email and chat management, other contact center related tools and best practices.
Required:
Experience with NICE/CxOne/InContact Previous direct oversight and responsibility for WFM, Quality Assurance, and both online and offline teams In depth knowledge of insurance, health care, CMS compliance as it relates to call centers (Medicare Advantage experience particular useful) Experience with overseeing budgeting and revenue growth objectives.
Experience in a supervisor role in a large call center Job Type:
Full-time Pay:
$100,000.
00 - $130,000.
00 per year
Benefits:
401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance Schedule:
Monday to Friday
Experience:
Call center management:
2 years (Required) Work Location:
Hybrid remote in Greenwood Village, CO 80111.
Estimated Salary: $20 to $28 per hour based on qualifications.
3 Greenwood Village, CO Greenwood Village, CO Full-time Full-time $100,000 - $130,000 a year $100,000 - $130,000 a year 1 day ago 1 day ago 1 day ago
Summary:
The Director of Call Center Operations is responsible for overseeing the sub-departments:
provider support contact center and administration, patient (member) services call center and administration, workforce management and quality assurance.
The Director of Call Center Operations owns the results and output for the sub-departments and is responsible to manage day-to-day operations, develop direct and indirect reports, to lead department-specific initiatives and directives to influence scalability, growth, revenue, and efficiency and to support company-specific initiatives and directives.
Essential Functions &
Responsibilities:
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
1.
Responsible for day-to-day operations for the assigned sub-department(s), which includes leadership, support, and direction to Operation Managers/Supervisors and front-line staff to ensure such sub-departments achieve department objectives.
(20%) 2.
Analyze and have an in-depth understanding of the processes, procedures, policies, and related systems for the assigned sub-department(s).
(15%) 3.
Function as the subject-matter expert for the assigned department(s).
(10%) 4.
Monitor turnover trends in sub-department(s), and work with Operation Managers and HR leadership to identify underlying causes and plans to address; actively and regularly engage with all employees in the sub-department(s).
(10%) 5.
Foster and ensure a culture of continuous improvement and accountability is in place; the Director will act as a role model and hold staff accountable for personal and departmental objectives.
(15%) 6.
Perform regular 1:
1's with sub-department managers to develop leaders, evaluate performance and identify growth opportunities in the department, and assist with their people leadership responsibilities.
(10%) 7.
Work with Workforce Management (WFM), Human Resources (HR), Account Management/Sales, and Sr.
Leadership/Finance Departments to ensure interdepartmental cooperation and alignment for hiring processes.
(10%) 8.
Build strong relationships inside and outside of their respective area; respond timely and thoughtfully with all stakeholders to support positive interdepartmental cooperation.
(10%) Knowledge, Skills, & Abilities:
1.
Influence & Persuasion - Builds coalitions or coaches others to enhance their persuasive and influencing skills.
2.
Creativity & Innovation - Nurtures creativity in others by encouraging the creative process and continuous improvement.
3.
Initiative - Inspires and empowers others to act.
4.
Project Management - Manages multiple projects through others.
5.
Strategic Thinking - Coordinates strategies of multiple stakeholders.
6.
Managing People - Builds and manages business divisions, a manager of managers.
7.
Decision Making - Coordinates others to make significant or complex decisions.
8.
Agility - Guides others to prepare for and respond to changes with quick and focused actions.
9.
Negotiation - Advises others on how to use negotiation skills in new or complex situations.
10.
Using Technology - Uses advanced software or software features to accomplish their work Education and
Experience:
Recommended:
Bachelor's degree in a related field.
A combination of education and experience may be considered in lieu of a formal education.
8 -10 years of progressive people management roles Extensive expertise in contact center operations, phone systems, ticketing systems, email and chat management, other contact center related tools and best practices.
Required:
Experience with NICE/CxOne/InContact Previous direct oversight and responsibility for WFM, Quality Assurance, and both online and offline teams In depth knowledge of insurance, health care, CMS compliance as it relates to call centers (Medicare Advantage experience particular useful) Experience with overseeing budgeting and revenue growth objectives.
Experience in a supervisor role in a large call center Job Type:
Full-time Pay:
$100,000.
00 - $130,000.
00 per year
Benefits:
401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance Schedule:
Monday to Friday
Experience:
Call center management:
2 years (Required) Work Location:
Hybrid remote in Greenwood Village, CO 80111.
Estimated Salary: $20 to $28 per hour based on qualifications.
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