Call Center Director

Job Title: Call Center Director

Department: Call Center

Weekly Hours: Full Time, Hourly, 40 hours per week flexible

Reports directly: Supervisor of Remote Support and Assistive Technology Programs

Exempt

Job Summary:

We are seeking a highly motivated and experienced Call Center Team Director to oversee our Call Center operations and lead a team of dedicated remote support professionals. As the director of our Call Center, you will play a critical role in ensuring the delivery of high-quality, personalized support to individuals, particularly those with intellectual and developmental disabilities. Activities of daily living and various health outcomes. The ideal candidate will have a strong background in healthcare, remote support services, call center operations and team leadership, with specific experience in supporting individuals in long-term services and support.

Essential Job Functions:

• Oversee the day-to-day operations of our Call Center, ensuring the delivery of timely and effective support to individuals, with a focus on those with intellectual and developmental disabilities, using sensor technology and two-way audio/video communication.
• Develop and implement service protocols, procedures, and workflows to optimize service delivery and ensure adherence to quality standards.
• Monitor service metrics, including response times, resolution rates, and customer satisfaction scores, and implement strategies to continuously improve performance.
• Optimize staff schedules to align with organizational staff to client ratio requirements, and to ensure a balanced work schedule for remote support professionals.
• Lead, train, mentor, and motivate a team of call, providing guidance, coaching, and support to foster a culture of excellence and teamwork.
• Conduct regular team meetings, training sessions, and performance reviews to ensure that team members have the skills, knowledge, and resources needed to succeed.
• Identify training and development opportunities for team members to enhance their technical expertise, communication skills, and customer service capabilities, particularly in supporting individuals with intellectual and developmental disabilities.
• Serve as the primary point of contact for client inquiries, escalations, and feedback related to the Remote Support and Call Cetner services. Work collaboratively with internal teams to address issues and resolve concerns in a timely manner.
• Develop and implement the tools and processes for onboarding a customer into the Call Center service. This includes coordination with the technology team regarding technology utilized in the provision of the Remote Support service.
• Work collaboratively with other Remote Support Monitoring (RSM) agencies that are utilizing our call center with regular meetings for quality assurance and service delivery.
• Conduct regular stakeholder satisfaction surveys and provide analysis and improvement plans.
• Collaborate with the technology team to ensure seamless integration and optimization of SimplyHome sensor technology and two-way audio/video communication platforms within our remote support service.
• Stay informed about advancements in remote support technology, industry best practices, and regulatory requirements to inform technology roadmap planning and service enhancements.
• Generate regular reports and analytics on service performance, client satisfaction, and key operational metrics, and present findings to senior management. Such reports may include billing and invoices to the appropriate entities.
• Analyze trends, patterns, and insights from service data to identify opportunities for improvement, innovation, and growth, particularly in supporting individuals with intellectual, developmental disabilities, isolated seniors, and adults with acquired brain injury.
• Ensure the accurate and timely submission of all incident reports related to the program and analyze trends regularly.
• Ensure the accurate and timely submission of program related billing

Additional Job Duties:

• Monthly supervision meetings with direct supervisors
• Participate in regular agency committee meetings – Workplace Safety, Positive Behavioral Supports, etc.
• Promotes commitment to cultural competency and diversity.  
• Contributes and communicates to all employees and team members positively and effectively as well as with dignity and respect.  
• Be punctual for all shifts and be able to work at other locations as assigned by supervisor.
• Daily and monthly checklists.

Physical Demands/Work Environment:  

• Office setting, accessible location; ability to remain stationary for 50% for the time, able to move or transport 60 pounds, ability to open file cabinet drawers.  
• The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.   

Qualifications/Requirements

• Familiarity with electronic health record systems such as HCSIS, Microsoft Office, and virtual meeting tools is required.
• Desire to learn and be innovative, particularly motivated to learn about smart home technologies and applications.
• Welcoming, personable, and professional demeanor.
• Excellent written and verbal communication skills.
• Objective reporting and writing skills.
• Familiarity and an interest in the Internet of Things (IoT) and applications.
• Strong critical thinking and problem-solving skills.
• Demonstrates patience, empathy, and understanding, particularly with individuals with differing abilities.
• Practices person-centered thinking.
• Able to handle a variety of tasks.
• Works well on a team and as an independent worker.
• Travel regionally, as needed.
• Identify a potential crisis and use good judgement to navigate to a safe resolution.

Education/Experience:

• High school education or equivalent required, Higher Education or certification in a relevant field strongly preferred.
• 5 years of experience in long-term services and support, experience in Intellectual and Developmental Disabilities is preferred.
• Knowledge of or experience with electronic health record data entry is required

Professional Development/Training Offered: 

• Certification in CPR/First Aid prior to working any single coverage shifts required
• Safety Care Training required
• SimplyHome training
• Complete SHIFT training as assigned by supervisor
• Minimum of 20 hours of training (both live and online) annually as assigned by supervisor

Job Type: Full-time

Pay: $30.00 - $35.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Referral program
• Tuition reimbursement

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Monday to Friday
• Night shift

Application Question(s):

• Are you able to commute to Plymouth?

License/Certification:

• Driver's License (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person

Salary : $30 - $35