Now Hiring: Contact Center Director – Draper, Utah

About the Position:

Our Client’s business is growing and we are looking for an experienced self-starter to fill our Contact Center Director role. The Contact Center Director will be directly responsible for the planning and execution of all contact center operations which includes our patient- and provider-facing contact centers, WFM, and Quality.

Required Experience:

  • Must have at least 8+ years of call center leadership and operations experience in rapid growth companies

  • Proven track record in driving sales in an inbound (warm lead) environment

  • Experience leading and scaling small to large call centers

  • Professional presentation delivery (client and internal facing experience)

  • Project management responsibility for department-level projects

  • Omni-channel implementation experience (Chat and/or Email)

Preferred Experience:

  • Leadership experience in both inbound B2B and inbound B2C call centers

  • Client facing presentation skills

  • Our call centers work directly with patients and providers so experience in Insurance (especially Medicare related products) and Provider Relations/Networks is preferred

Essential Functions & Responsibilities:

  • Strategically focused on improving and scaling our contact center operations

    • Develop strategies regarding future needs and enhancements that align with company goals

    • Proactively work towards reducing customer complaint drivers

    • Lead planning efforts to scale the contact center to handle a changing volume and complexity of incoming customer interactions

    • Partner with Marketing, Sales and Customer Engagement teams to develop strategies that ensure that our client is successfully branded in every interaction

    • Develop strategies to improve conversion and customer satisfaction metrics

  • Tactically focused on ensuring strategic initiatives are successfully implemented, documented and are evaluated regularly

    • Analyze, benchmark and drive conversion and customer satisfaction metrics

    • Design and deliver results for key performance indicators to meet and exceed department goals and expectations

    • Leads collaboration efforts with other departments and external vendors to identify and resolve system or process issues before those issues impact service

  • Organization & Planning

    • Develop and implement effective work force planning and optimization of staffing resources

    • Create and regularly review standard operating procedures; develop and implement approved process and/or operational improvements, and verifies adherence to policy

    • Work closely with leadership teams across other departments to execute and lead on overall initiatives and business plans.

  • Grow & Develop the Contact Center Team

    • Build and develop the current contact center leadership and high potential staff to prepare for future growth

    • Oversight of Consultants (Service and Sales) and Provider Relations (Service) agents including: hiring, retention, performance management, and succession planning

Qualifications:

  • 8+ years of progressively responsible general management/operations experience in a rapid-growth technology company with proven track record of success.

  • The ideal candidate will have managed small to large call center teams (50 to 500+ employees) including direct management of Manager/Sr. Manager level employees

  • A team player who is self-motivated, persistent, and proactive in driving results but can be creative and flexible in overcoming obstacles.

  • Resourceful problem solver, powerful critical thinker

  • Has managed and scaled budgets

  • Superior leadership, interpersonal and communications skills

  • Excellent time management skills

  • Microsoft Office (PowerPoint, Excel, and Word) skills required

  • Experience with Avaya Aura, CTI Suite, TASKE, NICE IEX, SiSense helpful

  • Ability to produce analysis and recommendations that can be easily understood.

  • Must be self-motivated and able to work independently

  • Must be detail oriented and organized

  • Coachable, driven to improve self and the business

  • Able to communicate effectively with all level of employees.

Apply Here

Click above to apply now to this role. A window will open for our chat bot (beta) to detail some of the requirements and share some details with you. If you would like to proceed, you will be able to immediately book an interview. If you have problems or questions, click the chat bubble in the lower corner of this page.

If something goes wrong, email your application to jobapply [at] connectedwell.com with “Director, Contact Center” in the subject

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