Director, Contact Center Sales

3 weeks ago

Fort Lauderdale, United States Henry Schein One Full time
Job DescriptionJob Description***This position is remote within the state of Florida***

Job Summary
This position is for our Dental Plans team.

The Director of Contact Center Sales & Operations oversees the operational functions of the Dental Plans Contact Center. This role is vital in developing and implementing sales strategies to maximize the effectiveness of the contact centers and will communicate contact center data, quality and financial metrics and action plans. The Director of Contact Center Sales & Operations will direct and develop the call center team to ensure continuous improvement in the delivery and quality of services as well as customer satisfaction. This role will also partner with IT to define and deliver technology initiatives to improve the performance and functionality of the call centers’ technology platform. This role will also partner with Marketing and our Provider/Network teams to effectively roll-out and optimize all strategic initiatives to grow overall revenue, margins and profits. This includes the development and implementation of a third party service provider staffing model to deliver consistent phone service, and decrease abandoned call rates and customer hold times.

What you will do
  • Plan and manage complex and successful projects; understand available resources, develop timeline, budget and assign areas of responsibility
  • Lead teams to achieve company goals and solve complex business issues in creative and effective ways
  • Leading operations to ensure KPI targets are met or exceeded.
  • Planning and implementing contact center strategy
  • Working with Training, Recruitment and HR to plan resourcing 
  • Designing continuous improvements of processes
  • Maintaining engagement with key client contacts
  • Setting and reviewing quality performance standards
  • Budgetary/profit and loss management
  • Decision-making regarding people, processes, technology and the future
  • Developing plans for the use of new tools and technologies
  • Managing BPO Relationship/Performance
  • Coordinating the contact center management team at all levels
  • Overseeing recruitment and scheduling processes
  • Reviewing and clearly defining all contact center roles
  • Gaining an understanding of digital market trends and opportunities that are relevant to the contact center 
  • Ensuring consistent delivery of service on phone, email, web, live chat, and other correspondence
  • Identifying and researching third-party suppliers
Travel/Physical Demands
  • Travel typically less than 10%. Office environment. No special physical demands required.
Qualifications

Must have:
  • 12 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 5 or more years of management experience, preferably as a contact center leader.
  • Bachelor's Degree or global equivalent in related discipline.
  • Experience in an entrepreneur and fast-paced environment required; must dive-in and perform both as a player and a coach
  • Must have experience in e-commerce, direct response television channel fulfillment and inbound/outbound treatment for lead generation platform 
  • Experience with the research and implementation process of third party service providers
  • Highly experienced with call center analytics and corresponding metrics: ability to analyze data from multiple sources (management systems, telephone system, carrier websites, and external data sources) and identify trends and inconsistencies in company performance
  • Skilled in developing and executing tactical sales plans including quotas, KPI’s, and account objectives
  • Responsible for establishing best practices and implementing service and technology for Call Center operations including sales/renewals, customer service and retention
  • Broad knowledge and background in Call Center management, operations, process management and technology utilization and highly developed leadership skills
  • Knowledge of operations and customer support
  • Outstanding management and leadership skills and ability to attract, retain, motivate, develop, mentor and coach team members for high performance
  • Outstanding verbal and written communication skills and ability to resolve disputes effectively
  • Understand, interpret and act on financial information and external trends that contributes to business profitability
  • Communicate effectively with senior management and key stakeholders
  • Excellent negotiating skills and ability to effectively manage internal and external relationships
  • Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
  • Lead and develop virtual teams
Nice to have:
  • Master's degree or global equivalent a plus.

What you get as a Henry Schein One Employee
  • A great place to work with fantastic people.
  • A career in the healthcare technology industry, with the ability to grow and realize your full potential.
  • Competitive compensation.
  • Excellent benefits package Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
About Henry Schein One

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah.  To learn more, click here: 2022 Best Companies To Work For | Henry Schein One

Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is unable to hire individuals residing in North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.

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