Director of Call Center Operations

You will:

• • • Team Leadership
    • Directly oversee, coach and hold accountable the Customer Support Manager and our two outbound Team Leads
    • Indirectly oversee a team of ~40 support and outbound reps
    • Create a world class training and onboarding process that ensures new hires are set up for success
    • Lead through setting goals and KPIs and help oversee the QA and accountability processes
    • Act as the voice of the team to leadership and other departments in the organization

• • • Systems and Processes
    • Oversee migration to a new IVR and Chatbot in order to maximize self service and automation
    • Assist Customer Support Manager to ensure knowledge base is continually updated
    • Work cross functionally with engineering and IT to ensure systems are integrated seamlessly across the organization
    • Track and utilize data to make decisions around staffing, SLA management and outbound calling campaigns
    • Continually refine and assess systems and processes to identify redundancies and inefficiencies
    • Ensure the call center is holding to TCPA and other government standards

• • • Launches and Customer Success
    • Partner with Sales, Marketing and Client Development on pre and post client launch strategy in regards to calling campaigns and customer support
    • Ensure that all client SLAs are met and exceeded utilizing staffing and software
    • Handle escalated customer issues and ensure timely resolution
    • Work alongside Client Development team on projects requested by clients

You are:

• • • An exceptional people leader – past team members have told you how much they love working for you.
    • Data-centric with the ability to make great decisions by dissecting and interpreting data
    • You love building things and are not afraid to take on complex projects that take time and require involving people from all departments in the organization
    • A learner at heart – you believe asking questions is one of the best ways to learn
    • You are not afraid to step outside your comfort zone to take on new challenges

You have:

• • • 5-7 years of progressive leadership experience in a call center environment, preferably in the healthcare and/or start up environment
    • Proven ability to automate functions
    • Experience managing or running support
    • Deep understanding of TCPA laws and regulations and how they apply to a call center
    • Proven track record of meeting and exceeding required SLAs
    • Experience creating and maintaining, knowledge bases, IVRs and Chatbots with a focus on self-service
    • Experience using and managing a dialer to execute progressive and predictive dialing campaigns
    • Demonstrated success in scaling teams and building structure to support the growth
    • Strong communication skills and the desire and ability to lead teams and coach direct reports
    • Experience using AI for self service and outbound dialing