This position oversees a group of leaders charged with building patient loyalty through the effective utilization of front-line teams and contact center solutions across multiple sites and disciplines in the contact center. In partnership with the Patient Ambassador Center VP, the Director will drive enhanced talent development and improved key performance metrics through strategic and leadership initiatives.

The ideal candidate will have a record of successfully driving positive cultural transformation and developing agents to evolve with changing business needs and practices. This position requires an individual with a strong call center background and proven skills in people management, process development and implementation of programs, policies, and procedures. If you have a passion for helping patients and team members and are looking to be a key player in a fast-growing, innovative company, this role is for you.

Principal Duties and Responsibilities

• Accountable for leading operational areas and promoting an environment of creativity and ideation.
• Foster a workplace culture of open communications and partnerships among colleagues who challenge each other for optimal results.
• Take ownership for strategic level initiatives from inception to implementation.
• Develop leaders – set ambitious goals for team, build robust development plans and take bold action to ensure we have a strong and diverse leadership team.
• Proactively identify and research issues, exercising creative and consultative business problem solving methods.
• Partner with critical business leaders to share data, metrics, and customer feedback; identify and resolve issues, implement workflow processes.
• Engage cross functional teams as the primary business owner responsible for initiative-taking efficiency and/or product development projects related to the service center.
• Apply broad business understanding of internal and external trends; leverage technology to drive change and operational efficiency.
• Attract, build, and strengthen exceptional leadership qualities at all levels of the organization.
• May perform other duties as assigned.

Job Specifications

• Established personnel management history of hiring, motivating, and developing leaders.
• Demonstrated commitment to customer service and quality improvement methods.
• Sound understanding of technology to drive enhancements to service models.
• Proven ability to think strategically and respond tactically in a dynamic environment.
• Proven critical thinking skills.
• Strong collaboration skills: demonstrated ability to partner with cross-functional business areas to achieve results with multiple and diverse priorities.
• Proven ability to plan, organize, motivate, influence, and negotiate.
• Ability to effectively work in a team environment with solid team building skills
• Strong analytical ability.
• Outstanding interpersonal, verbal, and written communication skills. Verbal skills particularly important to inform, negotiate, motivate, and persuade.
• Proven success in setting organizational vision/strategy and leading organizational change.

In this job you will:

• Build and execute an operational strategy to deliver a superior end user experience while creating capacity for business and people growth, development, continuous improvement, and project compliance with contact center operational service level agreements.
• Create staffing models to support a multi-country footprint and serve as subject matter expert to enterprises and their end users.
• Manage the workforce planning activities of the call center which includes the forecasting, scheduling, and ensuring staffing levels are sufficient to meet service and productivity goals.
• Set and meet performance goals for quality, service, and efficiency; establishes goals for self and others designed to achieve exceptional outcomes.
• Recruit, manage, develop, and coach/mentor direct reports to include performance management including establishing standards of performance, developing priorities, and setting goals, creating a team of high performers.
• Manage third-party service providers to ensure world class, seamless service delivery.
• Promote continuous improvement through the ongoing coaching, performance review and goal setting for teams and individual supervisors and managers.
• Collaborate with IT to ensure smooth operational processes and procedures and the ability to successfully serve end users during all operating hours.
• Oversee call and chat strategy including staffing, call prioritization, and efficacy to meet or exceed KPIs.

Qualifications for the role:

• 4-year college degree or equivalent, relevant experience required.
• Minimum 5 years of people management experience with demonstrated ability to deliver results and develop talent including coaching and leading managers.
• Minimum of three years’ experience working as a manager in call center environment.
• Five years’ experience in a supervisory role.
• Business and enterprise wireless carrier products/services background highly desired.
• Extensive knowledge in remote workforce management including large call center staff supporting multiple business lines, call queues, shifts and differing service level goals.
• Experience in services of voice, non-voice, or omni-channel support.
• Extensive experience in recruiting, hiring, and training technical call center personnel, both remotely and in office.
• Knowledge of workforce management techniques, budgeting, call flow optimization, and staffing models.
• Experience in designing and implementing helpdesk and call center quality assurance and training programs. Impeccable customer service skills.
• Location:
• 100% remote in the comfort of your most effective environment.
• Specifically looking for candidates in the Mountain and Pacific time zones.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Application Question(s):

• What is your desired salary?

Experience:

• Management: 5 years (Required)
• Call center management: 2 years (Preferred)

Work Location: Remote

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