Primary Job Function:

As a Director of Operations, you will be responsible for overseeing the operations of our call center department, ensuring efficient performance, exceptional customer service, and achievement of key performance indicators (KPIs). You will lead a team of patient success coordinators and onboarding specialists, implement strategies to improve productivity and quality, and foster a positive working environment. This role requires strong leadership skills, extensive experience in call center management, and the ability to drive continuous improvement. We are looking for a candidate who has strong interpersonal skills to develop and foster an engaging and fun workplace environment.

Primary Job Responsibilities Include:

• Team Leadership: Lead, coach, and mentor a team of call center supervisors and agents to achieve performance goals and provide excellent customer service, while fostering a workplace environment that emits positive cultural health.
• Team Engagement & Retention: Implement programs and initiatives to enhance employee engagement, satisfaction, and retention. Foster a positive work environment, promote a culture of inclusion and belonging, and drive initiatives to r recognize and reward employee contributions.
• Performance Management: Set clear performance targets and KPIs for the call center team and ensure they are met or exceeded consistently. Conduct regular performance evaluations and provide feedback for improvement.
• Operational Oversight: Manage day-to-day operations of the call center, including workforce planning, scheduling, and resource allocation to meet service level agreements (SLAs) and maintain operational efficiency.
• Quality Assurance: Implement quality assurance programs to monitor and evaluate call center performance, identify areas for improvement, and implement corrective actions as needed.
• Process Improvement: Continuously review and streamline call center processes to enhance efficiency, productivity, and customer satisfaction. Implement best practices and innovative solutions to optimize operations.
• Training and Development: Develop and deliver training programs for call center staff to enhance their skills, product knowledge, and customer service abilities. Ensure ongoing training and development opportunities are provided.
• Technology Utilization: Leverage call center technology and tools effectively to maximize productivity, improve customer experience, and enhance reporting and analytics capabilities.
• Stakeholder Management: Collaborate with other departments, such as the clinical team, sales, and IT, to align call center activities with overall business objectives and ensure seamless integration with other functions.
• Compliance Management: Ensure call center operations comply with relevant regulations, industry standards, and company policies. Identify and mitigate risks to protect the organization and its customers.
• Protect Health Information: Keep all protected health information (PHI) confidential & abide by HIPAA guidelines for the release & disclosure of any PHI.

Skill Set / Requirements:

• Bachelor’s degree in business administration, management, or a related field (Master’s degree preferred).
• Minimum of 5 years of experience in call center management, with at least 3 years in a senior leadership role.
• Proven track record of successfully managing large call center teams and achieving performance targets.
• Strong leadership and interpersonal skills, with the ability to inspire and motivate a diverse team.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with internal and external stakeholders.
• Sound decision-making and problem-solving abilities, with a focus on continuous improvement.
• In-depth knowledge of call center operations, best practices, and industry trends.
• Proficiency in call center technologies, including CRM systems, workforce management software and telephone solutions.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Certification in call center management or related field (e.g., CCMP, CCMC) is a plus.
• Understanding of healthcare operations & current regulations related to healthcare practices & compounding pharmacies is a plus.

This is a full-time salary position & an in-office role at our Peachtree Corners location. Our business is busy & rapidly growing, serving our practices with the most forward-thinking medical approaches. This is a very rewarding & challenging position with many opportunities for growth & future advancement. Please keep this in mind when applying.

We, at The JOI Group, are in search of team members who take initiative, can adapt to an evolving environment & are willing to participate in advancing medicine, helping doctors succeed, & the continued development of a high-performance culture. We are seeking someone who wants to grow with our organization & contribute to the success of the JOI brand nationally. The best candidates must possess an enthusiastic & energetic personality that is willing to contribute ideas to better the business, improve customer experience, demonstrate professionalism, exude character, & above all else, hold integrity in high regards.