Call Center Director

Verida Inc•Villa Rica, GA

About The Position

To manage the Call Center to facilitate the maximization of resources (human and automated) to achieve customer satisfaction, productivity, contract compliance and financial goals. Plan and develop strategies and procedures to improve the operating quality and efficiency of the department.

Requirements

Excellent customer service skills, excellent verbal and written communication.
Ability to multitask in a fast paced environment with strong analytical and statistical acumen.
Strong leadership and organizational skills, including time management and documentation, workforce management tools and call center technology.
Strong computer skills. Proficiency and speed working in all Microsoft Office products.
Understands causes and impact of turnover.
Has a good understanding of understanding of our contracts to Insight to software to people.
Able to set targets and offer incentives to create a positive work environment, maintain drive and energy.
Demand and provide high level of customer service amongst stakeholders – members, providers, facilities, payers, and staff.
Have a structured recruitment, orientation, retention program – hire and keep the right people
College Degree from an accredited college or university and/or commensurate experience
Must have 5 or more years of Call Center leadership.

Responsibilities

Oversees daily activities of Customer Service, Routing, Dispatch and Special Services departments to maximize scheduling and real-time utilization of resources; analyzes and recommends employee staffing, training and leadership for the department that has over 50 employees.
Meets and exceeds contractual and company required metrics – Average Speed of Answer, Abandoned Rate, Grade of Service, etc.
Administers staffing scheduling in coordination with call center Supervisors.
Communicates job expectations; monitoring, appraising, and reviewing adherence to established policies and procedures.
Executes contingency plans as needed; escalates and directs activities during systems failures, outages, disasters, etc.; identifies potential problems, troubleshoots, and escalates issues to local and network management; participates in post-incident analysis of system/program malfunctions providing input for future process improvements.
Uses knowledge of Workforce Management tools and techniques to ensure staff performance targets for calls; accuracy, efficiency, and quality are met on a daily, weekly, and monthly basis. Reviews ongoing performance results to targets. Takes immediate corrective measures and escalates as needed.
Verify daily monitoring of random calls is performed to meet contractual and organizations’ standards requirements, improve quality, minimize errors, and track operational performance.
Identify additional training needs, plan training sessions, and track performance improvement.
Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
Keeps leadership promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
Communicates areas of accountability and performance expected of personnel assigned
Develop in-depth knowledge of all call center functions with a particular focus on the Dispatch process. Understand the challenges of meeting our members’ needs, special rates, provider demands, IT issues.
Manage the financial expectations of the call center – cost of labor, overtime, spending of revenue. Know the regulatory requirements of contracts and maintain acceptable metrics. Understand what drives the metrics and how to achieve the goals.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.