Director I Customer Care - Multi

Elevance Health•San Juan, PR

2d•Hybrid

About The Position

Director I Customer Care - Multi Location: Puerto Rico. This role requires associates to be in-office 3 days per week , fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered. The ideal candidate will be located near one of the following CGS PR offices: PR-2 km 159 STE 301 Mayaguez, PR or 654 Ave Munoz Rivera San Juan, Puerto Rico. Must be available to travel to different office locations as needed. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law. Schedule: This position will work a first shift, Monday through Friday. Additional hours, including weekends or holidays, may be required based on operational needs. Carelon Global Solutions (CGS), a fully owned subsidiary of Elevance Health, is a healthcare solutions company that is simplifying complex operational processes to improve the health of the healthcare system. Our Puerto Rico location operates a bilingual Spanish and English call center, providing clear and precise answers to customer queries. The Director I Customer Care - Multi is responsible for directing the operations of multiple functions across the contact center, clinical, and claims areas.

Requirements

Requires a BA/BS; 7-9 years professional leadership experience; or any combination of education and experience which would provide an equivalent background.

Nice To Haves

Fully Bilingual (English & Spanish). Must be able to write, read and speak both languages in a proficiency level.
A minimum of 4 years of experience in a supervisory role in a call center environment is highly preferred.
Prior experience in a contact center environment is preferred.
Previous experience in the healthcare industry is strongly preferred.

Responsibilities

Directs the operations of multiple functions including primarily contact center, clinical, and claims.
May also direct operations of offices in different geographic locations.
Establishes and provides oversight of the department's policies and procedures.
Drive performance against key metrics, including service levels, quality, productivity, customer satisfaction, and employee engagement.
Lead change management and transformation initiatives to support business expansion and evolving customer needs.
Manage workforce planning, resource allocation, and operational budgets.
Hires trains coaches counsels and evaluates performance of direct reports.
Manages special projects and ensures compliance with state and federal regulations.