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Job Posting: Director, Contact Center
November 19, 2014
Job Posting:
Director, Contact Center
Position Objective:
Company is a dynamic, fast-growing healthcare services coordinator offering school-based care to students in many parts of the United States. We leverage our in-house Contact Center to schedule provider visits, validate insurance eligibility, triage patient inquiries and provide follow-up care reminders to both prospective and existing patients.
The Contact Center Director will actively shape the Center’s performance parameters, aimed at maximizing the number of patients scheduled while optimizing the efficiency and cost of those contacts. Effectively interacting with other members of the management team is critical for coordinating the service providers, site scheduling and insurance processing that make up the value chain.
Existing communication channels include inbound and outbound telemarketing, and the ideal candidate will have the skills and experience to introduce and implement additional contact mechanisms (i.e., email, SMS).
Essential Functions:
The Contact Center Director drives the day-to-day operation of the Center to achieve agreed-upon productivity, operational efficiencies, service levels and customer experience. Responsibilities include:
o Monitoring traditional call center metrics to ensure that performance is at or above standards, and immediately addressing out-of-tolerance conditions.
o Monitoring and analyzing Agent productivity to ensure peak performance, and working with line supervisors to coach / remediate in areas that are below standards.
o Developing and producing management reports to efficiently communicate key performance indicators and provide commentary for plan variances.
o Working closely with Business Development, Scheduling and other Operations managers to align Contact Center staffing with anticipated response volume driven by marketing efforts; increasing or decreasing Contact Center staff as required to meet service levels and to schedule patients at or below the target cost level.
o Developing recruiting sources and maintaining a candidate pipeline to facilitate rapid changes to staff levels as needed to maintain productivity levels in response to seasonal and event-driven changes in workload.
o Driving process and system improvements including streamlining workflows, leveraging automation and continually testing changes in key contact parameters (i.e., scripting; calling hours; messaging; call frequency and cadence).
o Maintaining a dialogue with management peers to address scheduling quantity / quality issues, and to obtain feedback regarding Contact Center staff effectiveness.
Qualifications:
5-7 years supervisory / management experience in a contact center environment of at least 75 agents
Experienced in call center telephony practices (i.e., Automated Call Distributor [ACD] platforms, virtual dialer systems, scheduling tools, reporting tools) and regulatory requirements (DNC and curfew adherence, etc.)
Demonstrated ability to meet or exceed a production volume objective while maintaining quality and service level standards
Experience with CRM tools and processes; familiarity with lead management and customer management practices; agent monitoring / call scoring and related QA processes
Bachelor’s or advanced degree Able to clearly present information through the spoken and written word; read and interpret complex information; effectively communicate with business partners Able to build and maintain strong working relationships; facilitate a climate of trust and respect with peers; proactively address conflicts and disagreements that affect team effectiveness; secure the commitment of others to achieve team goals Able to manage a 2-shift (8:00 AM to 8:00 PM) operation and bi-lingual (English/Spanish) staff; fluency in spoken / written Spanish extremely helpful
Compensation:
Compensation package commensurate with experience Work Location: Phoenix, AZ
Respond confidentially (with resume and salary history) to:
info@warwickconsultingllc.com
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