Director Contact Center Operations

: Responsibilities/: Overview The Director of Contact Center Operations provides leadership and accountability for the contact center. The Director of Contact Center Operations will implement strategies to provide exceptional customer experience and help assure the overall strength of the contact center. Major functions typically include scheduling, registration, nursing, switchboard, training, quality, analytics and staffing. This position requires thorough understanding of contact centers and execution of strategic plans. Responsibilities

• Provides Strategic Direction. Performs environmental scanning to help identify strengths, weaknesses, opportunities and threats to the contact center operations. Identifies, develops and implements strategies and tactics to achieve organizational objectives.. Supports the organizational strategic vision for the contact center including the full continuum of customer service as well as innovative technology solutions. Aligns business unit goals to overall organizational strategies.
• Develops Strong Working Relationships. Leads or participates in work with peers and other departments to create an excellent understanding of workflows and interdependencies, and to identify and implement strategies to improve contact center performance. Oversees the activities of project development including implementation and on-going performance. Represents the contact center and M Health Fairview at industry forums to network and identify process improvement opportunities. Leads or participates with key business unit leaders. Collaborates to deliver service level standards and support.
• Manages Staff. Helps develop organizational structure and s to optimize staffing resources. Hires, orients, and trains management staff. Assures development and implementation of key productivity and quality standards for department processes.
• Evaluates staff performance and provides feedback, coaching, and correct action when necessary. Ensures appropriate staff education and training programs are in place. Identifies opportunities and works with staff to implement plans to improve staff engagement. Performs succession planning to provide development opportunities for key staff identified for future roles within the organization. Understands and follows human resource policies and procedures.
• Responsible for developing and mentoring leaders within areas. Establishes performance standards, identification of goals and outcomes. Drives employee selection and ensures employees are orientated to the organization, business unit and position.

Required Qualifications

• B.S./B.A. in business, healthcare or related field. Four (4) years of experience in an applicable field may substitute for a Bachelor's degree.
• 5 years combined healthcare (clinic or hospital) experience and call center experience and progressive leadership with 3 of those years at a manager or director level.
• Must have extensive knowledge of contact center software, IVR tools, workforce management and quality monitoring, in addition to all Epic billing and ADT applications.

Preferred Qualifications

• Bachelor's or Master's in Healthcare, Management, or Communications degree.
• 7 years progressive leadership.

Qualifications: $112632.00-$158995.20 / Annual Overview: The Director of Contact Center Operations provides leadership and accountability for the contact center. The Director of Contact Center Operations will implement strategies to provide exceptional customer experience and help assure the overall strength of the contact center. Major functions typically include scheduling, registration, nursing, switchboard, training, quality, analytics and staffing. This position requires thorough understanding of contact centers and execution of strategic plans.