Director of Call Center Operations
Director of Call Center Operations
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1 Vacancy
Job Description
NationsBenefits is recognized as one of the fastestgrowing companies in America and a Healthcare Fintech provider of supplemental benefits flex cards and member engagement solutions. We partner with managed care organizations to provide innovative healthcare solutions that drive growth improve outcomes reduce costs and bring value to their members.
Through our comprehensive suite of innovative supplemental benefits fintech payment platforms and member engagement solutions we help health plans deliver highquality benefits to their members that address the social determinants of health and improve member health outcomes and satisfaction.
Our compliancefocused infrastructure proprietary technology systems and premier service delivery model allow our health plan partners to deliver highquality valuebased care to millions of members.
We offer a fulfilling work environment that attracts top talent and encourages all associates to contribute to delivering premier service to internal and external customers alike. Our goal is to transform the healthcare industry for the better! We provide career advancement opportunities from within the organization across multiple locations in the US South America and India.
ROLE AND RESPONSIBILITIES This role is fulltime onsite at our headquarters in Plantation FL.
The Director of Call Center Operations is responsible for the strategic planning and of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the member experience. This includes providing the member with the best possible noteworthy experience during the entire endtoend relationship with our company as well as yielding the appropriate products and services for the member.
The emphasis is on conciergestyle customer care quality management workforce planning coaching and training. Performance metrics include call efficiency low abandonment rate staffing utilization acceptable turnover financial performance and reporting. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement service knowledge skills morale and culture.
The Directors success is measured by the organizations ability to provide high quality white glove services while attaining call center performance meeting or exceeding Service Level Agreements (SLA) continuous improvement of call performance increased use of resources and adaptation of new proven technologies to increase efficiency and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. The call center currently handles both inbound and outbound calls from a wide variety of different client types including Medicare Advantage Plans Part D prescription drug plans unions workers compensation and directtoconsumer business.
The Director of Call Center executes the vision for the operation ensuring the Call Center meets both member and organization departmental needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.
PRIMARY RESPONSIBILITIES:
Provide strong dynamic leadership that mentors develops and guides team members to efficiently leverage the value of every call for maximum conversion rates.
Deliver results against a defined scope of work that includes measurable ROI strategic innovation performance reporting and human capital development.
Develop implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
Managing metrics ensuring high levels of customer satisfaction and reporting statistical performance levels related to Call Center and team member level.
Develop and maintain effective organization of responsibility including efficient recruiting training coaching recognition workflow patterns performance standards and expectations delineation of duties and responsibilities staffing levels and supervision.
Coordinate analytic strategic and technical resources to meet client expectations and ensure the highest levels of satisfaction.
Ensure compliance with regulatory agency guidelines and standards.
Planning and executing strategies to enhance profitability productivity and quality.
Develops business project and financial plans and goals.
Makes suggestions and recommendations for improving performance and procedures.
Responsible for development of annual department budget to attain business goals with operational stability.
KNOWLEDGE SKILLS & EXPERIENCE REQUIREMENTS
Proven track record of leading a growing companys customer experience as well as generating high volumes of interactions and driving revenue.
Bachelors degree or higher preferred.
Minimum10 years of Call Center/Contact Center management experience.
Effective leadership and analytical skills including working knowledge of financial statement analysis staffing models scheduling and telecom opportunities.
Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience.
Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
Strong interpersonal written and oral communications skills including statistical report writing.
Computer Skills: Microsoft Outlook and Word with advanced Excel skills
PREFERRED SKILLS
oAbility to provide leadership and promote collaborative relationships within and outside Company.
oStrong interpersonal skills including the ability to resolve conflict in an appropriate and professional manner.
oStrong project management logical thinking and problemsolving skills.
oStrong verbal and written communication skills. Ability to effectively present information and respond to questions from managers staff clients and the public.
oComputer literacy. Knowledge of Microsoft Office suite.
oAbility to work a flexible schedule and travel as necessary.
NationsBenefits is an Equal Opportunity Employer.
Required Experience:
Director
Employment Type
Full-Time
