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Director Of Call Center Operations

Company

Magellan Health
Address ,
Employment type FULL_TIME
Salary From $117,860 a year
Expires 2023-07-14
Posted at 1 year ago
Job Description
Directs the Military One Source (MOS) call center staffed by 300+ employees providing 24/7 information and referral services to over 5+ million Service Members and their families triaging stated and unstated needs and providing support that is appropriate and effective. Serves as a member of the MOS leadership project management team ensuring service delivery and contract deliverable execution.
  • Directs the 24/7/365 call center operations for service delivery to over 5+ million eligible participants.
  • Leads a team of managers to successfully deliver high quality, customer-focused, cost effective and efficient service to eligible customers.
  • Supervises managers responsible for delivery of operations conducted by 300+ staff.
  • Provides clinical leadership and direction for creation and execution of call center policies and practices.
  • Consistently monitors staffing and workforce management performance, forecasting when staffing levels are insufficient or in surplus of average inbound volume demands.
  • All other duties as assigned
  • Promotes accountability and teamwork through leadership and strong communications amongst peers, subordinates and across the call center organization.
  • Ensures appropriate staffing to meet contractual requirements and risk mitigation for reducing staffing gaps.
  • Provides strategic oversight for training, professional development, quality and operational oversight for staff.
Other Job Requirements
Responsibilities
Master’s degree in a behavioral health related field.
Licensure at the independent level.
7+ years of management/supervisory experience overseeing call center operations.
General Job Information
Title
Director of Call Center Operations
Grade
31
Work Experience - Required
Call Center, Management/Leadership, Supervisory
Work Experience - Preferred
Education - Required
Masters - Counseling, Masters - Marriage and Family Counseling, Masters - Psychology, Masters - Social Work
Education - Preferred
License and Certifications - Required
Must be an independently licensed behavioral health clinician - Care Mgmt
License and Certifications - Preferred
Salary Range
Salary Minimum:
$117,860
Salary Maximum:
$200,360
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.
This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.
Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.