Name: Director, Call Center Operations
Overview: The Director, Operations is responsible for the leadership and strategic direction of the call center. This position will work to define policies and procedures for the call center to execute and deliver a differentiated member experience for our clients. This position will take the lead on cross functional operational service delivery initiatives, as well as oversee day-to-day operations.
Duties and Responsibilities:
Lead and be ultimately responsible for all operations necessary for key components of the Company's Care management call center and call center shared services functions, in such a fashion as to achieve and maintain necessary service delivery standards, regulatory, corporate policy, quality, accreditation, delegation and contractual compliance and financial performance result of the operations; Responsible for driving execution of the Company's Growth Initiatives as they relate to the Contact Center; Lead and be ultimately accountable for all tracking and reporting pertaining to the operations noted above Applies expert knowledge of inbound and outbound call center industry and performance metrics to consistently meet or exceed those metrics; Provides interface and support with other corporate departments and external customers i.e., clinical, in market, human resource, IT, patients, clients and all other pertinent; Drive organization towards metrics and revenue goals, with the objective to exceed business expectations; Select and develop strong people leaders in leadership positions down to line level supervisors; Prepares executive level reporting to support leadership decisions; Identifies key issues, gaps or problems and owns resolution, continuously improves the operation from both quality and cost perspectives; Partners cross-functionally to accomplish organizational objectives and ensure successful, operational implementations; and Develop and maintain an expert level of knowledge regarding products, services, infrastructure and operations of the Company to achieve optimal insight into the Company's product development, capabilities, and functionality requirements.
Skills:
Job Requirements:
Previous management experience and the responsibility of over 5 direct manager reports and 200+ indirect reports; Minimum 7 years prior operational experience, inbound and outbound call center experience required, preferably in a healthcare setting; Proven ability to communicate at the client and executive level and present to senior and executive management; Professionally skilled in personal presentation, verbal, and written communication; Strong understanding of HIPAA requirements; Strong Knowledge of Microsoft Office (i.e., Excel, Visio, Word, PowerPoint, Outlook, etc.), call center applications, training and quality applications, workforce management applications, quality tools and technologies and other related call center software; and Data-oriented with the ability to assess, plan and implement changes.
Education:
Bachelor's degree or equivalent business experience.
Minimum 10+ years' experience managing strategic relationships with Vendor, Payer or Partner Accounts or similar role Minimum 5+ years' experience in progressive management roles.
Excellent verbal and written communication skills.
Ability to work in a fast-paced environment.
Self-motivated with strong organizational/prioritization skills and ability to multi-task with close attention to detail.
Proven leadership/management experience.
Strong technical skills, computer knowledge and workforce management experience.
Must be reliable and self-motivated and have the ability to motivate others.
Skills and Experience:
Required Skills:
METRICS
EXCEL
OUTBOUND CALL CENTER
INBOUND AND OUTBOUND
HIPAA
Additional Skills:
PRODUCT DEVELOPMENT
MICROSOFT POWERPOINT
MICROSOFT OFFICE
EXCELLENT VERBAL AND WRITTEN COMMUNICATION SKILLS EXECUTIVE LEVEL VISIO OPERATIONS STRATEGIC DIRECTION
Estimated Min Rate: $98000.00
Estimated Max Rate: $140000.00
Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Visit https://www.yoh.com/applicants-with-disabilities
to contact us if you are an individual with a disability and require accommodation in the application process.
For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.
YOH Services LLC
Mar 14, 2025