Call Center Director

SUMMARY:

To manage the Call Center to facilitate the maximization of resources (human and automated) to achieve

customer satisfaction, productivity, contract compliance and financial goals. Plan and develop strategies and procedures to improve the

operating quality and efficiency of the department.

• Oversees daily activities of Customer Service, Routing, Dispatch and Special Services departments to maximize scheduling and real-time utilization of resources; analyzes and recommends employee staffing, training and leadership for the department that has over 50 employees.
• Meets and exceeds contractual and company required metrics — Average Speed of Answer, Abandoned Rate, Grade of Service, etc.
• Administers staffing scheduling in coordination with call center Supervisors.
• Communicates job expectations; monitoring, appraising, and reviewing adherence to established policies and procedures.
• Executes contingency plans as needed; escalates and directs activities during systems failures, outages, disasters, etc.; identifies potential problems, troubleshoots, and escalates issues to local and network management; participates in post-incident analysis of system/program malfunctions providing input for future process improvements.
• Uses knowledge of Workforce Management tools and techniques to ensure staff performance targets for calls; accuracy, efficiency, and quality are met on a daily, weekly, and monthly basis. Reviews ongoing performance results to targets. Takes immediate corrective measures and escalates as needed.
• Verify daily monitoring of random calls is performed to meet contractual and organizations’ standards requirements, improve quality, minimize errors, and track operational performance.
• Identify additional training needs, plan training sessions, and track performance improvement.
• Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.

• Excellent customer service skills, excellent verbal and written communication.
• Ability to multitask in a fast paced environment with strong analytical and statistical acumen.
• Strong leadership and organizational skills, including time management and documentation, workforce management tools and call center technology.
• Strong computer skills. Proficiency and speed working in all Microsoft Office products.
• Understands causes and impact of turnover.
• Has a good understanding of understanding of our contracts to Insight to software to people.
• Able to set targets and offer incentives to create a positive work environment, maintain drive and energy.
• Demand and provide high level of customer service amongst stakeholders — members, providers, facilities, payers, and staff.
• Have a structured recruitment, orientation, retention program — hire and keep the right people

• College Degree from an accredited college or university and/or commensurate experience
• Must have 5 or more years of Call Center leadership.