Director, Contact Center

University of Miami•Medley, FL

About The Position

The Director, Contact Center plans and executes all Call Center operations. The Director, Contact Center manages staff and develops processes to ensure continuous improvement in the delivery and quality of services. The Director, Contact Center executes the vision for the operation and is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. The incumbent manages the performance metrics which include call efficiency, low average speed of answer, low abandonment rate, high staff utilization, high adherence, and occupancy metrics.

Requirements

Bachelor’s degree in relevant field required
Minimum 7 years of relevant experience required
Strategic Alignment: Skilled in aligning departmental goals with enterprise-wide strategy and develops comprehensive strategic plans.
Financial Management: Ensures fiscal responsibility, and optimization of financial performance.
Resource Management: Ability to allocate resources and drive innovation and growth.
Adaptability: Proven ability to adjust to changes and leads/inspires transformational change.
Team Leadership: Ability to build and lead high-performing teams, manage complex projects, and ensure successful project delivery.
Technology & Analytics: Understanding of technology, data analytics, and performance measurement to drive strategic decisions and identify opportunities.
Communication: Ability to influence others, articulate strategic vision, and ensure clear and persuasive communication.

Responsibilities

Oversees activities related to scheduling new patient appointments including scheduling and registration of appointments, proper data entry of all insurance classifications, coverages, and guarantor information, and attainment of accurate financial, and referral information at the time of scheduling.
Establishes and defines the department’s overarching customer experience strategy while providing managerial oversight of the initiative.
Educates, instills, and motivates broad cultural change across the organization to consistently improve the customer experience by putting the customer first.
Designs and establishes consistency across all channels of customer interaction while working across functional boundaries, influencing and obtaining agreements on how to deliver the greatest value to the customer.
Builds a high-performing leadership team by coaching, developing, and establishing clear roles, direction, responsibilities, and performance requirements for the leadership team.
Develops improvement initiatives to drive innovation and change in the operation of the call center.
Performs cost-benefit analysis and identifies cost efficiencies and savings opportunities.
Learns and develops best practices to improve customer service, management/supervisory procedures & associate experience
Builds and manages Training and Quality Improvement processes to identify and act upon ways to improve work processes, enhance quality, productivity, and service levels
Ensures adequate staffing with appropriate training in the department by implementing a training program and conducting regular staffing analysis base on productivity and volume of visits due to expansion and/or new providers
Collects department statistics and performance improvement data; designs, develops, and maintains weekly departments management reports, in order to track and trend daily and cumulative statistics and productivity measures and standards.
Assumes overall responsibility (directly or through delegation to other staff members) for personnel management of the Department including hiring, orienting, training, scheduling, coaching, counseling, disciplining, evaluating, promoting, and terminating employees.
Investigates inquiries made by Faculty, Administration, Department Director, and Manager, and provide prompt feedback identifying the root cause, and action plan to prevent similar errors for occurring again
Creates and maintain a positive motivational work environment; ensures team members are adequately equipped to perform their duties and responsibilities Provides team members with opportunities for career development and learning opportunities; proactively manages turnover issues.
Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. Ensures employees are trained on controls within the function and on University policy and procedures.