Call Center Director

General Description:
Are you passionate about leading teams to deliver exceptional customer service? As the Call Center Director for Medulla, you'll manage a talented team, drive operational excellence, develop and execute strategic improvement plans, and ensure an outstanding patient experience for our Chiro One Health and Wellness centers.

This is a high-growth opportunity where your leadership will have a direct impact on customer satisfaction, business success, and team performance.

Key Responsibilities:

• Leadership & Team Development: Lead, motivate, and mentor a team of call center supervisor(s) and agents. Foster a positive and productive environment that encourages collaboration, growth, and high morale.
• Strategic Planning: Develop and execute strategic plans to meet and exceed call center goals. Align operations with business objectives and customer experience initiatives.
• Performance Management: Analyze call center performance data (KPIs, CSAT, AHT, FCR) to identify areas for improvement. Implement strategies to optimize processes and boost customer satisfaction.
• Technology Integration: Leverage CCaaS (e.g., Nice, Talkdesk, Five9) and CRM (e.g., Salesforce) systems to enhance team performance, optimize workflows, and improve the customer experience.
• Patient Journey Excellence: Ensure every patient interaction is handled with care, professionalism, and efficiency, aiming for the best possible patient experience at every step.
• Budget & Resource Management: Oversee the call center budget, and comp design and execution. Ensure efficient resource allocation and drive cost-effective solutions without compromising service quality.
• Process Optimization: Continuously evaluate and improve operational processes, equipping the team with the right tools, training, and systems to deliver top-notch service.
• Data-Driven Decisions: Create and manage performance dashboards, scorecards, and reports to track key metrics and drive accountability across the team.
• Cross-Functional Collaboration: Partner with departments like Marketing, IT, HR, and Operations to streamline processes and ensure consistency in delivering an outstanding customer experience.

Qualifications:

• Experience:
  • Minimum of 5-7 years in call center management or leadership, ideally with experience in customer service, operations, and sales.
  • Proven track record in managing and optimizing multi-location or large-scale call center teams.
  • Hands-on experience with call center technologies, including CCaaS (e.g., Nice, Talkdesk, Five9) and CRM platforms (e.g., Salesforce).
• Skills:
  • Strong leadership skills with the ability to inspire and drive performance through coaching and mentoring.
  • Exceptional communication skills to clearly communicate goals, performance expectations, and feedback.
  • Advanced analytical skills to interpret data and make informed decisions for continuous improvement.
  • Excellent problem-solving abilities to resolve customer issues and internal challenges effectively.
  • Strong project management skills to manage multiple priorities and initiatives simultaneously.
  • Proficient in Microsoft Office (Excel, PowerPoint, Word) and call center management software.
• Preferred:
  • Bachelor’s degree in Business, Operations Management, or a related field.
  • Six Sigma, Lean, or similar certifications in process optimization.
  • Experience in healthcare, retail, or high-growth industries is a plus.

Job Competencies:

• Passionate Leader: Motivates the team to achieve goals and fosters a culture of continuous improvement.
• Customer-Centric: Places the customer experience at the forefront of decision-making, ensuring each interaction is handled with empathy and professionalism.
• Goal-Oriented: Sets aggressive but achievable targets and drives the team to meet and exceed expectations.
• Tech-Savvy: Knowledgeable in the latest call center technologies and eager to implement innovative solutions to improve service delivery.
• Adaptable: Thrives in a high-growth, fast-paced environment and adjusts to evolving priorities and market conditions.

Disclaimer

All team members agree to consistently support compliance and TVG-Medulla, LLC policies and Standards of Excellence with regard to maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, adhering to applicable federal, state and local laws and regulations, accreditation and licenser requirements (if applicable), and Medulla procedures and protocols. Must perform other related duties and assist with project completion as needed.