What are the responsibilities and job description for the Director of Call Center Operations position at Shelby American, Inc.?
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Director of Call Center Operations
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First Stop Health provides care that people love with our convenient, high-quality, and confidential virtual care solutions – Telemedicine, Virtual Mental Health, and Virtual Primary Care. We help our patients save time and money through compassionate care that’s available 24 / 7 via app, website, or phone.
First Stop Health offers a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability, and life coverage, making healthcare easily accessible. For those that choose to waive medical coverage a monthly medical waiver allowance will be provided.
First Stop Health offers a remote-first work environment and flexible paid time off, including Summer Fridays. Furthermore, the employer match 401k plan and monthly phone stipend demonstrate the company's commitment to employee financial well-being. The First Stop Health membership benefit is another added perk for employees and provides Virtual Urgent Care, Virtual Mental Health, and Virtual Primary Care from their very first day!
Position Overview :
The Director of Call Center Operations will lead and direct all aspects of First Stop Health's patient and provider service operations. This will include continued development and optimization of our contact center, development of policies, objectives, KPIs, and strategic initiatives that help us scale our services with our growth. This role is responsible for managing teams across Patient Experience, Provider Support, Nurse Advocates, and Referrals and Precertification. The Director will ensure service excellence through efficient operations, innovative technology, and a culture of continuous improvement.
This position requires a deep understanding of contact center operations and customer service in healthcare, as well as the ability to drive efficiency, quality, and satisfaction in a fast-paced environment.
Key Responsibilities :
- Lead, mentor, and develop managers and team leads, fostering a culture of accountability and excellence.
- Manage the operations of Patient Experience Agents, Nurse Advocates, the Referral teams and Precertification teams.
- Create and execute functional strategies, objectives, budgets, and policies to support departmental goals.
Operational Management :
Collaboration & Stakeholder Engagement :
Continuous Improvement & Quality Assurance :
Launches and Customer Success :
Compliance & Reporting :
Qualifications :
7 years of experience in customer service, healthcare, or contact center operations, with at least 5 years in a managerial role.
Strong people leadership, strategic planning, and team-building abilities.
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