Contact Center Director

1 month ago

McDonough, United States Aylo Health Full time
Job DescriptionJob Description

At Aylo Health, we work together to enrich the health and well-being of every life we touch. Our mission is to make quality healthcare simple and convenient. Because healthy people can do amazing things

We offer a work environment that values the creation of lifelong relationships, while also providing opportunities for growth and career development. We strive to care for each other with the same passion with which we care for our patients. Aylo Health offers competitive pay to team members who provide high-quality care, while delivering an exceptional patient experience.

JOB SUMMARY:

The Contact Center Director is responsible for the daily operations of the call center as well as identification and implementation of process improvements. Leverage best-in-class applications Five9, WFO, and Salesforce to drive improved performance and enhance the patient engagement experience. This role will regularly interact with other departments, including information technology, marketing, and operations and manages outside vendors.

ESSENTIAL FUNCTIONS:

  • Provide leadership for centralized phone operations, including patient inquires, appointment scheduling and outbound calling programs
  • Achieve call center performance targets such as patient satisfaction, wait time and patient service representation productivity and quality
  • Collaborate and ensure effective communication with other leaders and team members to align operations and implement workflow, quality, and process improvements as required
  • Maintain appropriate staffing levels to meet call volume while meeting assigned budget
  • Responsible for team member engagement and retention through practices that promote communications, recognition, teamwork, and effective employee relations practices
  • Ensure training and development of team members by identifying training needs and establishing initiatives to meet company/individual objectives
  • Responsible for holding team members to the highest integrity and professionalism standards
  • Resolve service issues, including patient inquires

QUALIFICATIONS REQUIRED:

  • Bachelor's degree preferred or equivalent combination of education and experience
  • 8+ years contact center management experience of at minimum 25 employees
  • Expertise with automated dialing platforms with significant Inbound and Outbound call volumes
  • Team building as well as coaching for performance and development skills
  • Ability to develop, read and interpret quantitative and qualitative reports to measure and evaluate contact center and individual performance
  • Excellent organization, time management and multi-tasking abilities to meet assigned deadlines
  • Proficient in using the Microsoft Office software applications (Excel, Word, PowerPoint)
  • Communicate effectively, both written and orally, with all levels of the organization, team members, patients, and vendors

BENEFITS:

  • Medical, dental, and vision insurance
  • Childcare assistance, up to $500 per month/child
  • 401K with company match
  • STD, LTD, Life Insurance
  • Paid Time Off and Paid Holidays

#INDAH1

Aylo Health is an Equal Opportunity Employer

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