Director, Call Center Operations - Remote

Overview

The Director, Operations is responsible for the leadership and strategic direction of the CCS contact center. This position will work to define policies and procedures for the call center to execute and deliver a differentiated member experience for our clients. This position will take the lead on cross functional operational service delivery initiatives, as well as oversee day-to-day operations.

In Short

• Lead and be ultimately responsible for all operations necessary for key components of the Company’s Care management call center.
• Responsible for driving execution of the Company’s Growth Initiatives as they relate to the Contact Center.
• Lead and be ultimately accountable for all tracking and reporting pertaining to the operations.
• Applies expert knowledge of inbound and outbound call center industry and performance metrics.
• Provides interface and support with other corporate departments and external customers.
• Drive organization towards metrics and revenue goals.
• Select and develop strong people leaders in leadership positions.
• Prepares executive level reporting to support leadership decisions.
• Identifies key issues, gaps or problems and owns resolution.
• Partners cross-functionally to accomplish organizational objectives.

Requirements

• Previous management experience with over 5 direct manager reports and 200+ indirect reports.
• Minimum 7 years prior operational experience, preferably in a healthcare setting.
• Proven ability to communicate at the client and executive level.
• Professionally skilled in personal presentation, verbal, and written communication.
• Strong understanding of HIPAA requirements.
• Strong Knowledge of Microsoft Office and call center applications.
• Data-oriented with the ability to assess, plan and implement changes.

Benefits

• Competitive salary and benefits package.
• Performance-based incentives may be available.
• Opportunities for professional development and growth.
• Diverse and inclusive work environment.
• Support for work-life balance.