Director, Call Center Operations

2 weeks ago

Arlington Heights, United States Three Wire Systems Full time
Job DescriptionJob Description

MyAdvisor/VetAdvisor care coordination program provides expert care for those that serve others. From behavioral health to career development, MyAdvisor will triage individual needs to find the best resources for ongoing support.

With over 12 years of proven success, MyAdvisor provides support to those who are responsible for the safety and welfare of others. Three Wire delivers practice, preventative, and integrated care coordination to private and public sector employers. This care coordination, in turn, supports clinical tele-behavioral health, holistic wellness, navigational advocacy and family stability, and thus helps individuals thrive in their career and family life.

Job Summary:

The Director of Call Center Operations will manage and direct all aspects of Call Center Operations (which serve customers by planning and implementing call center strategies and initiatives). This position is responsible for implementation and review of all call center policies and procedures, supervision, training, and development of call center representatives, resolves conflicts, ensures work product consistently meets established standards and takes required corrective, developmental action to remedy deficiencies. The position performs a wide range of Call Center Operation managerial duties to facilitate the efficient operation of the call center environment. The Director of Call Center Operations supervises staff.

Essential Duties and Responsibilities:

  • Developing objectives for the call center’s day-to-day activities
  • Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach, and mentor personnel
  • Oversee coaching and training initiatives designed to develop personnel and maintain high customer service standards
  • Oversee quality assurance program; monitor and improve program delivery to enhance telephone handling, call quality, and other inbound/outbound call improvement activities
  • Evaluate performance with key metric (accuracy, call-waiting time etc.)
  • Prepare reports for review
Education and Qualifications:

Required Knowledge, Skills, and Abilities: The Director of Call Center Operations will have proven experience in call center management or similar role. Experience in customer service arenas. Knowledge of performance evaluation and customer service metrics. Solid understanding of reporting and budgeting procedures. Experience in basic financial analysis (cost-effectiveness, cost-benefits, etc.) Proficiency in MS Office and call center equipment/software programs. Must have outstanding communicate (both orally and written) and interpersonal skills, excellent organizational and leadership skills with a problem-solving ability. Must be positive and patient. Able to create and maintain an organized work environment, and work with frequent interruptions. Must be a US Citizen.

  • Bachelor's degree preferred.
  • Five years of management or supervisory experience overseeing call center operations.
Key Competencies:
  • U.S. Citizen; speak fluent English
  • Excellent interpersonal and customer-facing skills
  • Prioritizing, planning and organizing
  • Strong analytical and problem assessing / solving skills
  • Strong communication skills, both written and verbal
  • Flexible; able to see ‘big picture’ and make improvements
  • Results-driven professional
  • Working as part of a team
  • Ownership of Call Center Operations matters


Supervisory Responsibilities / Controls: Responsible for reviewing approving time sheets, monitoring, reporting, ensures direct reports are trained in their functions and other supervisory responsibilities as necessary.

Travel: Occasional travel may be required (less than two weeks per year).

Work Environment: Typical Office.

Missions Responsibilities:

  • Contributes to achievement of the Mission and Vision of our organization.
  • Adapting to Change – Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.
  • Continuous Improvement – Acts to constantly improve the level of customer satisfaction in both individual and teamwork processes.
  • Client Centered Focus – Demonstrates concern for meeting or exceeding customer’s expectations/requirements in a manner that allows the client to guide rehabilitation process towards the achievement of their goal(s) and which provides satisfaction for the customer.
  • Teamwork – Accomplishes tasks through working effectively with others and appreciating the value, contributions and commitment of every member.

Physical Capabilities: Sitting, standing, walking and traveling to off sites; some carrying of computer equipment.

Mental demands: Concentration / Attentiveness, respond to unpredictability, manage multiple projects / tasks, read, comprehend and follow instructions, and relate to others.

To perform this job successfully, an individual must be able to perform each essential function, with or without reasonable accommodation. The list of requirements, duties, and responsibilities is not exhaustive but is representative of the current job. The knowledge, skills and/or abilities listed are typically required to perform this job successfully. Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential functions. Reasonable accommodations will be made to in-office work spaces only.

Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change (for example: emergencies, changes in personnel, workload, or technical development).


Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Hiring manager and / or President

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