What are the responsibilities and job description for the Director, Workforce Management & Service Optimization (Contact Center) position at EliteTechnical?
Elite Technical is seeking a Director, Workforce Management & Service Optimization to support our client, a major Healthcare payor organization! This is a key strategic leader responsible for driving service operations optimization, enhancing service delivery and modernization, executing mission-critical projects, and ensuring seamless integration across technology and business functions. This leader will champion customer-centricity, delivering enhanced service experiences through innovative solutions and multi-year roadmaps.
This role focuses on improving member experience, optimizing processes, and leveraging technology for operational efficiency and enhanced service strategies. As a liaison between IT and Operations, the Director will ensure the implementation of new technologies and drive continuous improvement across all service touchpoints. Direct analysts who provide strategic and actionable insights regarding the customer experience. Track response time, first contact resolution, hold time, and abandonment rates. Oversee customer metrics and identify unique customer traits, trends, and issues to better provide support and refine customer interactions. Work closely with customer service / call center management to identify areas of improvement for the customer experience and guide customer service / call center staff on findings. Work to improve processes and implement cost reduction strategies. The position holds accountability for Department budget planning and management.
This position is a contract to permanent opportunity. Although this position is primarily remote, there will be meetings at our clients location 2x per QTR (possible more) at their Maryland office. We are seeking candidates that reside in one of the following states : DC, MD, VA, WV, NC, PA, DE, NY, NJ, TX, FL.
Required Skills
- BS Degree is required.
- 8 years experience of Workforce Management, within a contact / service center. Seeking senior level experience around Scheduling / Forecasting workforce within a Call Center environment.
- 3 years supporting Service Optimization roadmaps / functions within a call center (improving technologies within a call center. AI / Chat Bot would be a HUGE PLUS as this is the direction of the organization). Must have a Technical Acumen around call center technologies to help with strategic future roadmap
- Has managed a call center and vendor budget of $5M
- Strong people management abilities (staff of 20)
- Dedicated Customer Service Personality / Passion for Customer Service is critically important to the environment of this department.
Preferred :
