Head of Contact Center

Wellbe Senior Medical

42d•$145,000 - $217,000•Remote

About The Position

WellBe Senior Medical is looking for an experienced contact center leader to partner with the VP of call center operations. As partners the leaders will be responsible for contact center performance, operations, strategy, and change management. This leader specifically will be responsible for contact center projects, quality, training, and contact center strategy.

Requirements

10+ years Call/Contact center background experience, prefer experience in health care.
Deep knowledge of call center strategy.
Deep knowledge of organizational change management.
Entrepreneurial mindset.
Exceptional communication skills and emotional intelligence, with the desire to help patients live a meaningful life.
Discretion and confidentiality.

Nice To Haves

Master's degree preferred

Responsibilities

Lead the development and strategy for contact center projects.
Lead the implementation and refinement of contact center quality & training.
Build and manage a high performing team, fostering an environment of continuous improvement.
Collaborate with the other leaders of contact center operations to ensure high quality, and member experience.
Provide mentorship and guidance to team members and colleagues, enhancing their skills and career growth.
Serve as a thought leader for contact center enablement.
Establish operational targets, best practices, and training programs that support service quality and efficiency standards.
Identify and adopt models and tools that enhance the member experience and drive conversions.
Provide oversight to engagement ecosystem projects organization wide.
Serve as a thought leader for engagement ecosystem.
Performs other duties as assigned.