Hailey Crabill

Contact Center Director We are currently seeking qualified candidates to work as a Contact Center Director. JOB SUMMARY: The Contact Center Director is responsible for the daily operations of the call center as well as identification and implementation of process improvements. Leverage best-in-class applications Five9, WFO, and Salesforce to drive improved performance and enhance the patient engagement experience. This role will regularly interact with other departments, including information technology, marketing, and operations and manages outside vendors.  ESSENTIAL FUNCTIONS:

• Provide leadership for centralized phone operations, including patient inquires, appointment scheduling and outbound calling programs
• Achieve call center performance targets such as patient satisfaction, wait time and patient service representation productivity and quality
• Collaborate and ensure effective communication with other leaders and team members to align operations and implement workflow, quality, and process improvements as required
• Maintain appropriate staffing levels to meet call volume while meeting assigned budget
• Responsible for team member engagement and retention through practices that promote communications, recognition, teamwork, and effective employee relations practices
• Ensure training and development of team members by identifying training needs and establishing initiatives to meet company/individual objectives
• Responsible for holding team members to the highest integrity and professionalism standards
• Resolve service issues, including patient inquires

QUALIFICATIONS REQUIRED:

• Minimum of 8 years contact center management experience of 25 or more employees

• Expertise with automated dialing platforms with significant Inbound and Outbound call volumes
• Bachelor’s degree preferred or equivalent combination of education and experience
• Proficient in using the Microsoft Office software applications (Excel, Word, PowerPoint)

• Excellent organization, time management and multi-tasking abilities to meet assigned deadlines
• Team building as well as coaching for performance and development skills
• Ability to develop, read and interpret quantitative and qualitative reports to measure and evaluate contact center and individual performance
• Communicate effectively, both written and orally, with all levels of the organization, team members, patients, and vendors

BENEFITS:

• Medical, dental, and vision insurance
• Childcare assistance, up to $500 per month/child
• 401K with company match
• STD, LTD, Life Insurance
• Paid Time Off and Paid Holidays