Director of Call Center Operations

NationsBenefits is recognized as one of the fastest-growing companies in America and a Healthcare Fintech provider of supplemental benefits, flex cards, and member engagement solutions. We partner with managed care organizations to provide innovative healthcare solutions that drive growth, improve outcomes, reduce costs, and bring value to their members.

Through our comprehensive suite of innovative supplemental benefits, fintech payment platforms, and member engagement solutions, we help health plans deliver high-quality benefits to their members that address the social determinants of health and improve member health outcomes and satisfaction.

Our compliance-focused infrastructure, proprietary technology systems, and premier service delivery model allow our health plan partners to deliver high-quality, value-based care to millions of members.

We offer a fulfilling work environment that attracts top talent and encourages all associates to contribute to delivering premier service to internal and external customers alike. Our goal is to transform the healthcare industry for the better! We provide career advancement opportunities from within the organization across multiple locations in the US, South America, and India.

ROLE AND RESPONSIBILITIES
The Director of Call Center Operations is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the member experience. This includes providing the member with the best possible, noteworthy experience during the entire, end-to-end relationship with our company, as well as yielding the appropriate products and services for the member.
The emphasis is on concierge-style customer care, quality management, workforce planning, coaching, and training. Performance metrics include call efficiency, low abandonment rate, staffing utilization, acceptable turnover, financial performance, and reporting. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, morale, and culture.
The Director’s success is measured by the organization’s ability to provide high quality, white glove services while attaining call center performance, meeting, or exceeding Service Level Agreements (SLA), continuous improvement of call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. The call center currently handles both inbound and outbound calls from a wide variety of different client types, including Medicare Advantage Plans, Part D prescription drug plans, unions, worker’s compensation, and direct-to-consumer business.
The Director of Call Center executes the vision for the operation ensuring the Call Center meets both member and organization, departmental needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

PRIMARY RESPONSIBILITIES:
• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum conversion rates.
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
• Managing metrics, ensuring high levels of customer satisfaction, and reporting statistical performance levels related to Call Center and team member level.
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards and expectations, delineation of duties and responsibilities, staffing levels and supervision.
• Coordinate analytic, strategic, and technical resources to meet client expectations and ensure the highest levels of satisfaction.
• Ensure compliance with regulatory agency guidelines and standards.
• Planning and executing strategies to enhance profitability, productivity, and quality.
• Develops business, project, and financial plans and goals.
• Makes suggestions and recommendations for improving performance and procedures.
• Responsible for development of annual department budget to attain business goals with operational stability.

KNOWLEDGE, SKILLS & EXPERIENCE REQUIREMENTS
• Proven track record of leading a growing company’s customer experience, as well as generating high volumes of interactions and driving revenue.
• Bachelor’s degree or higher preferred.
• Minimum 5 years of Call Center/Contact Center management experience.
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities.
• Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
• Strong interpersonal, written and oral communications skills – including statistical report writing.
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills

PREFERRED SKILLS
o Ability to provide leadership and promote collaborative relationships within and outside Company.
o Strong interpersonal skills, including the ability to resolve conflict in an appropriate and professional manner.
o Strong project management, logical thinking and problem-solving skills.
o Strong verbal and written communication skills. Ability to effectively present information and respond to questions from managers, staff, clients, and the public.
o Computer literacy. Knowledge of Microsoft Office suite.
o Ability to work a flexible schedule and travel as necessary.

NationsBenefits is an Equal Opportunity Employer.