What are the responsibilities and job description for the Call Center Director (Local Candidates Only) position at Medulla LLC?
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 :
Job Competencies :
