Vice President of Call Center

Leads the executive of the service model including strategy, performance and employee engagement. Industry knowledge of call center strategies, technology and workforce management practices are a must.

We are dramatically transforming our customer and provider support services to simplify a customer's journey through their healthcare experience.

This role leads a high performing organization where this individual will bridge customers, innovation, and our people into a suite of solutions that create personalized and consultative services.

The VP Customer Service Operations will lead the executive of the service model including strategy, performance and employee engagement. Industry knowledge of call center strategies, technology and workforce management practices are essential.

Primary Responsibilities:

• Develop and implement new processes
• Drive excellence in key service performance metrics, abandonment rates, quality service scores, first call resolution and call center satisfaction.
• Lead and define Contact Center Transformation ecosystem to integrate progressive solution delivery models like design thinking, agile delivery, rapid prototyping, lean six sigma, etc.
• Proven experience managing costs through data driven decision making including applied workforce standards, continuous improvement, and investment strategies.
• Lead the execution and define business architecture of a unified desktop strategy for the integration of Service across the enterprise.
• Lead efforts to continuously assess and optimize the contact center infrastructure, including maintaining direct production support and configuration responsibilities for the ancillary enterprise telephony environment.
• Develop and oversee staffing plans to organizational budget.
• Direct and lead and engaged workforce including customer experience, workforce planning, training and performance management.
• Oversee business readiness of new programs and technology in partnership with IT, Healthcare, Operations and Sales.

Specific Skills

• Strong oral and written communication skills required to coach employees, prepare, and present recommendations, perform analysis, and work effectively across teams.
• Demonstrated experience with contact center technology and ability to develop a business case for future technology investments.
• Highly effective strategic and critical thinking, decision making, problem solving, and analytical skills.
• Adept at optimizing data-driven decisions that improve team performance and the customer experience.
• Strong change management skills to be able to quickly adapt to change and incorporate new or updated information into workflows.
• Highly effective leadership and influence skills.
• Skilled in conflict management and resolution and ability to manage issues swiftly and with positive outcomes.
• Excel at workforce management to achieve and maintain operational efficiency.
• Excellent prioritization and organizational skills.

Minimum Requirement

• Bachelor's degree or equivalent work experience required; MBA or master's degree preferred.
• Minimum 10 years' experience in a high-volume contact center environment including inbound and outbound required with 7+ years in a leadership role.
• Prior experience leading contact center operations and experience with call management systems and related statistical data required.
• Prior healthcare experience highly desirable.
• In-depth knowledge of contact center technologies
• Proficient with Microsoft Office, specifically Word, Excel, and Power Point.
• Fully Bilingual

Job Type: Full-time

Salary: $120,000.00 - $130,000.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• San Juan, PR: Relocate before starting work (Required)

Work Location: In person