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

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

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

Key Measurable Performance Indicators
To be determined
This is a remote position.