A healthcare organization in New York is actively seeking an experienced and proven leader to join their staff as their new Senior Director of Customer Service. In this role, the Senior Director of Customer Service will direct all phases of operations and process improvement through establishing both rigorous KPIs and metrics with the goal of first-call resolution.
Responsibilities
The Senior Director of Customer Service will:
- Manage and direct all aspects of call center operations in a manner that builds a strong workplace culture that maximizes both staff and customer satisfaction while meeting budgetary goals
- Review existing call center policies and procedures and changes to ensure alignment with customer requirements and best-in-class standards
- Establish and maintain performance metrics to include call efficiency, low abandonment rate, staffing utilization, acceptable turnover, financial performance, and reporting
- Identify and implement best tracking tools and methodologies to capture metrics
- Develop and distribute dashboard reports including scorecards, metrics, data, and analytical reporting
- Oversee the hiring, training, and supervision of call center employees
- Oversee the delivery of all customer-required training programs
- Work with cross-functional stakeholders to affirm that day-to-day operational activities are aligned with the overall goals of the Health Plan
- Take ownership for complaints and grievances and collaborate with other functional areas to identify trends and process solutions.
- Assist in developing and implementing future call center vision and strategy
- Actively collaborate with sales and retention department, supporting member acquisition and retention
Qualifications
- Bachelor's degree
- Experience leading large-scale call centers with a fast-pace and high call volume
- Management experience with direct responsibility/accountability for the work of others
- Experience establishing and maintaining a metrics-driven call center environment leveraging technology; implement proper dashboards, KPIs, CRM best practices, etc.
- Project Management mindset with the ability to prioritize and manage multiple responsibilities simultaneously
- Extensive knowledge of online call center phone and tracking systems
- Ability to train and mentor management-level professionals and grow the overall skills of the department
- Effective problem-solving skills
Desired skills