Director Of Contact Center Operations

With strategic goals and objectives set forth by Senior leadership, this position oversees and directs the Customer Care, Dispatch, Training and Quality functions in a fast-paced environment by implementing and identifying key performance indicators and strategies to enhance the contact center operational effectiveness, while developing and monitoring metrics to manage departmental performance. This position oversees key implementation of strategies for continuous improvement designed to accommodate and withstand continued growth, while interfacing with internal stakeholders and clients to address customer needs as necessary.

Essential Functions

• Perform workplace and telephone monitoring to ensure call quality and accuracy
• Plans for and resources the Customer Care, Dispatch, and Training and Quality staffing needs which includes responsibility for implementing and carrying out the managerial actions such as hiring, training (i.e. new-hire, on-going), evaluating, rewarding, motivating, and taking corrective action as necessary. This includes assessing the needs for increased headcount and providing data to support the need.
• Performs other duties as assigned or apparent
• Coaches and develops supervisory staff to maximize leadership and promote departmental growth.
• Identifies, develops, and implements key procedural infrastructure and enhanced workflows between site operations, customer care and dispatch teams to ensure operational communication and efficiency. Collaborates cross-functionally with others to orchestrate the implementation of broad-impact solutions.
• Oversees all standard operation procedures for the Contact Center are properly documented and current
• Conducts analysis of highly sensitive, service-related escalations and situations from patients, hospices, clients, and others, and works with key stakeholders’ cross-functionally to implement strategies to address root cause and mitigate future risk to maintain or return service integrity to agreed upon standards.
• With consideration of the organization’s objectives, identifies and creates KPIs to measure employee performance consistent with the organization’s direction. This may include but is not limited to scoring employee interactions, setting volume of work measurements, and measuring response time to clients. On an ongoing basis, assesses the effectiveness of activities to key performance indicators (KPIs) and redirects efforts when necessary to achieve alignment with KPIs.
• Regularly evaluates the effectiveness of performance and quality metrics in order to ensure the desired outcomes/goals are achieved.
• Assists senior leadership, in developing and preparing an annual departmental budget and managing to budgetary targets. Monitors YTD progress and corrects/modifies operational direction when necessary to achieve targets
• Regularly participates in leadership meetings to understand and ensure the Customer Care function is aligned with organizational stakeholders and initiatives. Leads Customer Care departmental meetings to maintain open communications about performance, objectives, and new developments. Ensures alignment of departmental and cross-functional efforts.
• Evaluates emerging technologies to increase the efficiencies and effectiveness of the customer care department.

Supervisory and Managerial Responsibility

• Direct managerial responsibility for Supervisors and indirect staff that reports into contact center operations

Knowledge, Skills & Abilities

Education, Licensure or Certification:

• Knowledge of general business management as normally obtained by the completion of a Bachelor’s degree in business or a closely related field of study,

Work Experience or Related Experience:

• The ability to manage the daily operations of a customer care center as described as normally obtained through 10+ years of progressively responsible managerial experience. Experience directing exempt, supervisory employees is required
• The ability to conduct analyses of customer care activities and processes (i.e. staffing models, workflows) and implement solutions as described as normally obtained through 10+ years of direct experience managing direct customer care activities
• Experience in the healthcare or medical fields in which incumbents have worked with durable medical equipment is strongly preferred

Specialized Knowledge, Skills & Abilities:

• The ability to protect and maintain the confidentiality of patient protected health information and follow standard operating procedures to ensure compliance with various accrediting bodies, is required
• An awareness of key trends and developments in the call center industry and the ability to consider those present and future opportunities in relation to the organization
• Strong organizational, leadership and decision-making skills are required to perform the functions as described
• Must have the ability to work in a high growth, fast-paced entrepreneurial environment
• The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required. Incumbents must be able to prioritize multiple tasks.
• Strong interpersonal skills and customer service skills are necessary as is the ability to remain customer service oriented during situations in which patients or caregivers may be frustrated or upset
• Ability to mentor and provide oversight to other leaders, accomplishing departmental goals through others. Able to directly motivate and supervise non-exempt and exempt employees to achieve maximum performance.
• Ability to direct and lead a team of customer care leaders and other professionals
• Knowledge and understanding of StateServ Medical’s proprietary software is preferred
• Proven ability of executing strategic, large-scale change and ability to design and deliver industry leading solutions
• Ability to communicate with impact to influence key stakeholders, coach leaders, and facilitate effective dialogs
• The incumbent will be an experienced leader, with strong interpersonal and leadership skills who can shape the collective experiences and cultures of various teams in a hybrid work environment into a unified high performing division

Equipment:

• Working knowledge of a PC, business, and communications software (MS Office) and web-based tools are required
• Familiarity with contact management software is strongly preferred

Travel Requirements and Conditions

• On very rare occasions, travel may be required to meet client training needs

Work Environment, Conditions and Demands

• The ability to maintain a flexible schedule is required to accommodate national time zones, as well as to be available to lead and oversee front line staff as necessary
• The ability to perform job duties in a fast-paced environment, while forecasting for continued future growth is necessary
• Work is performed in an office environment or remote setting

Physical Requirements and Demands

• This position entails a high level of work performed at a computer terminal throughout the day as well as moderate use of a telephone or headset equipment
• On a regular basis, incumbent frequently performs repetitive motions at a computer terminal and is subject to prolonged sitting
• The ability to view and continuously focus on and compare system information and work orders is required to quality review information as described
• Regular eye-hand coordination and manual dexterity is required to operate office equipment