Job Details
About the Opportunity:
- Shift: Flexible; primarily daytime shifts.
- Schedule: HYBRID 3 days in office (Tues/Wed/Thurs).
- Hours: Full-time.
- Setting: Managed Care
Responsibilities: The Director of Call Center Operations will be responsible for:
- Overseeing a team of 40+ agents and 5 supervisors in a union environment.
- Ensuring exemplary customer experience and meeting SLA's and metrics.
- Strategically partnering with internal stakeholders and external vendors.
- Coaching and leading supervisors to develop frontline associates.
- Achieving short and long-term goals for process improvements.
Qualifications:
- 6-10 years of experience managing similar operations in the health insurance industry, Dental/Vision experience preferred.
- Bachelor's degree preferred; related business experience considered.
- Expertise in contact center applications (IMS, CRM, telephony).
Desired Skills:
- Advanced degree or additional certifications in related field.
- Experience with insurance claims and knowledge.
- Proficiency in managing projects and optimizing business processes.