Director, Call Center Operations (Direct Hire)

Direct Hire(Permanent placement)

Fully Remote Role

Overview: The Director, Operations is responsible for the leadership and strategic direction of the CCS contact center. This position will work to define policies and procedures for the call center to execute and deliver a differentiated member experience for our clients. This position will take the lead on cross functional operational service delivery initiatives, as well as oversee day-to-day operations.

Duties and Responsibilities:

• Lead and be ultimately responsible for all operations necessary for key components of the Company’s Care management call center and call center shared services functions, in such a fashion as to achieve and maintain necessary service delivery standards, regulatory, corporate policy, quality, accreditation, delegation and contractual compliance and financial performance result of the operations;
• Responsible for driving execution of the Company’s Growth Initiatives as they relate to the Contact Center;
• Lead and be ultimately accountable for all tracking and reporting pertaining to the operations noted above
• Applies expert knowledge of inbound and outbound call center industry and performance metrics to consistently meet or exceed those metrics;
• Provides interface and support with other corporate departments and external customers i.e., clinical, in market, human resource, IT, patients, clients and all other pertinent;
• Drive organization towards metrics and revenue goals, with the objective to exceed business expectations;
• Select and develop strong people leaders in leadership positions down to line level supervisors;
• Prepares executive level reporting to support leadership decisions;
• Identifies key issues, gaps or problems and owns resolution, continuously improves the operation from both quality and cost perspectives;
• Partners cross-functionally to accomplish organizational objectives and ensure successful, operational implementations; and
• Develop and maintain an expert level of knowledge regarding products, services, infrastructure and operations of the Company to achieve optimal insight into the Company’s product development, capabilities, and functionality requirements.
• Maintain compliance with CCS’s policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within the Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and

Fulfill those responsibilities and/or duties that may be reasonably provided by our client for the purpose of achieving operational and financial success of the Employer

Skills

Job Requirements:

• Previous management experience and the responsibility of over 5 direct manager reports and 200 indirect reports;
• Minimum 7 years prior operational experience, inbound and outbound call center experience required, preferably in a healthcare setting;
• Proven ability to communicate at the client and executive level and present to senior and executive management;
• Professionally skilled in personal presentation, verbal, and written communication;
• Strong understanding of HIPAA requirements;
• Strong Knowledge of Microsoft Office (i.e., Excel, Visio, Word, PowerPoint, Outlook, etc.), call center applications, training and quality applications, workforce management applications, quality tools and technologies and other related call center software; and
• Data-oriented with the ability to assess, plan and implement changes.

Education

• Bachelor's degree or equivalent business experience.
• Minimum 10 years’ experience managing strategic relationships with Vendor, Payer or Partner Accounts or similar role
• Minimum 5 years’ experience in progressive management roles.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment.
• Self-motivated with strong organizational/prioritization skills and ability to multi-task with close attention to detail.
• Proven leadership/management experience.
• Strong technical skills, computer knowledge and workforce management experience.
• Must be reliable and self-motivated and have the ability to motivate others.

#LI- Remote