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Director Call Center
4 months ago
WHAT YOU WILL BE DOING:
The Director Call Center will:
- Create and accomplish contact center goals and strategic initiatives to support Marpai's vision and goals.
- Improve processes and workflows to meet the demands of members and clients.
- Set state and achieve immediate and long-term efficiencies in workflow, policies, technology, and staff development.
- Collaborate and engage with internal teams sharing the voice of the customers.
- Maintain expertise in client plan setup, technology workflow, and department processes.
- Ensure team leaders and staff receive ongoing mentorship and training.
- Strategically contribute to and manage company initiatives and transitions as needed in support of overall project needs.
- Represent the department in inter-divisional meetings and projects and company-wide initiatives.
- Communicate changes, policy decisions, and client expectations to department staff.
- Meet with staff regularly to plan workloads, process improvements, and resolve issues.
- Works closely with VP Operations to cascade information upward and downward.
WHAT DO YOU NEED
- BA/BS degree in a related field or equivalent education, training, or experience required.
- 10+ years of management experience in operations and/or customer service roles.
- Extensive knowledge of Contact Center concepts and telecommunications technology.
- Strong analytical skills to identify and evaluate business solutions.
- Extensive knowledge of health care, claims, and benefits industries.
- Proactive and strategic; seeks continuous improvement; displays excellent communication, relationship-building skills, and diplomacy.
- High-impact leader with the ability to work effectively and cultivate relationships at all levels, both internally and externally.
- Ability to mentor, train, and motivate Client Service Team
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