Director of Contact Center Operations

ABOUT ADOBE

Adobe Population Health (APH) is a women-owned health solutions company founded in 2018 committed to positively impacting the lives we touch. The company has a culture of inclusivity and human kindness, based in Phoenix, AZ, with satellite locations in multiple states. APH has been recognized the last two years as one of “America's Fastest-Growing Private Companies” by Inc. 5000 and has earned a "Best Places to Work" award from the Phoenix Business Journal four years in a row.

As one of the country's few fully integrated healthcare providers, APH offers a range of services which include case management, in-home/in-clinic wellness assessments, preventative care, transitional care, and social work services. APH offers customized services for Medicaid, Medicare, and the ACA/Marketplace lines of business. 

POSITION PURPOSE  

As the Director of Contact Center Operations, you will be an experienced and dynamic key leader responsible for overseeing and optimizing the performance of our contact center. Your primary focus will be on ensuring excellent customer service delivery, enhancing operational efficiency, and achieving key performance indicators (KPIs) related to call center performance. This role requires strategic thinking, strong leadership skills, and the ability to drive continuous improvement.  

This position reports to the VP of Operations and is based out of our Phoenix Office, conveniently located off the 51 Freeway (Glendale Ave. and 16th St.). 

DUTIES & RESPONSIBILITIES 

• Leadership and Strategy: 
  • Manage and supervise the customer support team, schedulers, and support staff who service multiple states and time zones. 
  • Provide visionary leadership to the call center team, fostering a culture of excellence, collaboration, and continuous improvement.
  • Develop and implement strategic plans to meet and exceed organizational goals.
  • Align call center operations with overall business objectives.
• Team Management:
  • Lead, mentor, and motivate a diverse team of call center professionals in multiple states and regions across various time zones.
  • Foster a positive work environment, encouraging teamwork, creativity, and professional development in a primarily virtual environment.
  • Conduct regular training and coaching sessions to enhance team skills and performance.
• Operational Excellence: 
  • Oversee day-to-day call center operations, ensuring efficient call handling, resolution, and customer satisfaction.
  • Implement and optimize processes to enhance operational efficiency and meet performance targets.
  • Monitor and analyze key performance metrics, providing regular reports to senior management.
• Customer Experience: 
  • Champion a customer-centric approach, ensuring a positive and seamless customer experience.
  • Implement and maintain quality assurance programs to monitor and improve service quality.
  • Address customer escalations and implement corrective actions as needed.
• Technology and Tools: 
  • Stay abreast of emerging technologies and industry best practices in call center operations.
  • Evaluate, recommend, and implement new tools and technologies to enhance operational efficiency and customer service.
• Performance Metrics: 
  • Monitor and analyze key performance metrics, providing regular reports to senior management.
  • Implement performance improvement initiatives based on data-driven insights.
• Continuous Improvement: 
  • Drive a culture of continuous improvement, encouraging feedback from customers and internal stakeholders.
  • Implement initiatives to enhance processes, increase productivity, and elevate overall performance.
• Budget Management: 
  • Develop and manage the call center budget, ensuring cost-effective operations.
  • Identify opportunities for cost savings while maintaining high service standards.
• Other duties as assigned.

SKILLS & QUALIFICATIONS 

• 7 years in a contact center or customer service-related experience. 
• 5 years in a leadership role within a call center environment. 
• Strong understanding of call center technologies, processes, and industry best practices. 
• Ability to lead and inspire a diverse team toward achieving common goals. 
• Flexibility in supporting services in multiple states across time zones. 
• Excellent problem-solving and analytical skills. 
• Exceptional communication and interpersonal skills. 
• High level of attention to detail and accuracy. 
• Ability to work under pressure and meet deadlines. 
• Proven track record of driving operational excellence and achieving performance targets. 
• Proactive and collaborative approach to problem-solving. 

EDUCATION, LICENSES, & CERTIFICATIONS  

• Bachelor's degree in business administration, management, or related field. 
• Master’s degree preferred. 

BENEFITS & TOTAL REWARDS

• Paid Orientation and Training 
• Insurance – Medical, Dental, Vision, and Life
• 401k Plan – 3% match
• Employee Assistance Program
• Tuition Reimbursement
• Continued Education Support
• Mileage Reimbursement (if applicable)
• Referral Bonuses
• Paid Holidays (9 days)
• Flexible Time Off 
• Paid Volunteer Hours 

CHARACTER & COMPETENCIES

• Courage – To have the courage to the right thing at the right time.
• Ownership – To take ownership of every issue you touch.
• Respect – To respect yourself, co-workers, and for those whom you care.
• Excellence – To be excellent in all that you do.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Problem-Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

PHYSICAL DEMANDS & WORK ENVIRONMENT 

• Occasionally required to stand.
• Occasionally required to walk.
• Continually required to sit.
• Occasionally required to climb, balance, bend, stoop, kneel, or crawl.
• Occasionally required to be exposed to warm or cool spaces. 
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually moderate.
• May occasionally lift and /or move more than 30 pounds.
• Must be able to physically perform the essential duties of the position which include lifting 30 lbs., transporting materials, stooping, kneeling, crouching, reaching, use of hands, balancing, walking, standing, talking, hearing, and typing. 

EQUAL EMPLOYMENT OPPORTUNITY  

APH is an Equal Opportunity Employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.