Director Of Call Center Operations !!

Title:Director of Call Center Operations

Supervisor: SVP/VP Program Management

Location:Remote/At-Home (must reside in AZ, FL, IL, MT, PA, SC, NC, TN, TX, VA or AL)

Salary:Compensation commensurate with experience

Status:Full-Time/Non-Exempt

Objective of the Position

The Director of Call Center Operations will be responsible for people management & development and driving the overall objectives and operational execution of the customer service function.Must have experience managing a team of over 300+ personnel.

Working in collaboration with and leading the customer service management team, this role is responsible for the achieving/exceeding key performance indicator targets while also ensuring that all contacts whether inbound or outbound are handled in line with AMA policies and procedures.

Director of Call Center Operations

• 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
• Oversees the call center’s quality assurance and implements any necessary corrective actions to ensure consistent application of all laws, regulations and policies
• Directs the day-to-day operations of the call center ensuring service and quality metrics are at minimum met but preferably exceeded.
• Ensure that all projects are delivered on-time, within scope and within budget
• Ability to work across diverse personalities and agendas
• Develop policies/procedures to support the function of the company
• Build and maintain related reporting and metrics for Executive team to evaluate performance.
• Complete regular analysis (monthly and quarterly) of call center performance reports and ensure accuracy and timely distribution of reports that provide insight into performance
• Oversee the selection and training of qualified program staff, assigning clear roles and responsibilities, providing effective supervision, and managing performance to ensure efficient operations
• 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.
• Ensures the Call Center follows and complies with all contract, state and regulatory agency guidelines and standards.

Director of Call Center Operations

Proven working experience with call center systems

Proven experience managing projects with 300+ staff.

Excellent communication skills

Excellent written and verbal communication skills

Solid organizational skills including attention to detail and multitasking skills

Strong working knowledge of Microsoft Office

Proven ability to develop and manage budget

Education/Experience Required

Bachelor's degree of Business Administration or equivalent education training and experience

2-4 years of previous experience leading large teams

5+ years of previous Call Center/Customer Service Management experience