Director Customer Service

: Blue Cross of Idaho (BCI) is seeking an experienced Director, Customer Service; a pivotal role involved in leading all aspects of contact center operations to ensure exceptional member service, operational efficiency, and regulatory compliance. This individual is responsible for the overall strategy, operational performance and outcomes of the Customer Service call center. Sets and is responsible for the call center goals for member and provider call queues including high touch client groups, Medicare, Commercial, and the Federal Employee Program (FEP). In addition, this role oversees analysis of key performance metrics to identify areas in need of training and improvement, as well as the identification of potential workflow improvements. We are looking for an innovative customer operations practitioner with a strong customer-centric mentality, excellent program management skills, with experience leading teams and projects. Reporting to the VP, Member Services, this position is located at the corporate headquarters in Meridian, Idaho and will work onsite. #LI-Onsite. To be considered for this opportunity, you have: Education: Bachelor's Degree or equivalent work experience (Two years' relevant work experience is equivalent to one-year college) Experience: 10 years of experience within a contact center environment or related, to include management. We'd also love it if you had:

• Proven track record of success in improving contact center efficiency, performance, and customer satisfaction.
• Solid understanding of health insurance regulations and industry standard processes.
• Technical tool set knowledge to assess software and systems required to support company needs; the ability to identify technical requirements, monitor workforce software and adjust staffing according to volume is vital.

To be successful in this role, you have the following Knowledge, Skills & Abilities: Knowledge of:

• Call center queue configuration and management
• Budgeting and workforce management and forecasting
• Contact center metrics and analytics

Skills:

• Strong collaboration and business insight
• Excellent communication, interpersonal, negotiation and leadership skills
• Excellent motivational and staff recognition with commitment to the ongoing professional development of team members
• Solid understanding of call center technologies
• Excellent analytical and conflict resolution
• Proficiency in data analysis and data interpretation
• Project management and organizational skills
• Budget management and financial acumen
• Commitment to providing exceptional customer service.

Ability to:

• Collaborate with others to obtain effective working relationships and outcomes
• Keep workforce motivated and member focused
• Work effectively under pressure and meet deadlines
• Troubleshoot problem areas and recommend and develop effective system and process improvements

In this role, we will ask you to:

• Lead the day-to-day operations of the contact center, including staff, resources, and workflows to ensure optimal efficiency and performance.
• Develop and monitor key performance indicators (KPIs) to measure contact center effectiveness, including call handle times, customer satisfaction, and resolution rates.
• Implement and manage call routing and queueing systems to optimize call flow and resource allocation.
• Analyze contact center metrics, KPIs, and performance data to identify areas for improvement and implement strategies to enhance operational effectiveness.
• Develop and implement policies, procedures, and quality standards to maintain excellence in customer care, service delivery, and compliance with industry regulations.
• Manage and optimize contact center technology infrastructure, including CRMs, voice recording systems, and reporting tools.
• Lead vendor relationships, technology solutions, and software systems used within the contact center to ensure optimal functionality and efficiency.
• Stay informed about industry trends, best practices, and technological advancements in contact center management and healthcare operations.
• Develop and manage the contact center budget that reflects the forecasted needs of the department and control expenditures to assure adherence to approved budgets.
• Negotiate and manage contracts with vendors for technology and services related to the contact center.
• Oversee the procurement and deployment of new technologies to enhance contact center functionality.
• Assure high quality operations by hiring, training and motivating an effective and efficient workforce.
• Assure appropriate staffing levels to achieve call center metrics.
• Respond to audits and other reporting for regulatory agencies, accreditation or clients.
• Develop business plans and sets departmental strategies in collaboration with leadership.
• Lead the development of programs that are critical to the organization and ensures execution of the function.
• Provide advice and consultation to senior and executive leadership related to operational and/or strategic decisions and resolves critical issues.
• Provide guidance, counseling, and continuing education to staff. Select, develop, coach mentor, and assess performance of staff.
• Ensure effective workflows, improve system efficiencies, monitor quality performance measures and confirm appropriate completion of work assignments. Lead change as appropriate.
• Perform other duties and responsibilities as assigned.

Reasonable accommodations To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.