National Contact Center Director
5 days ago
National Call Center Director
Department:
Customer Service
Reports To:
EVP of Retail Operations
Job Type:
Full-Time
Position Summary:
The National Call Center Director is responsible for setting and managing the strategic direction and operational aspects of our national call centers.
This role includes building and leading a local team, potentially including remote workers, recommending and implementing technology solutions, and ensuring exceptional customer service across multiple locations.
The ideal candidate will have a strong blend of strategic vision, operational expertise, and leadership skills to drive our call centers towards excellence.
Key Responsibilities:
Strategic Planning and Execution:
Develop and implement the strategic vision for national call center operations.
Create and manage annual budgets, forecasts, and financial reports.
Identify and implement strategies to enhance call center efficiency, productivity, and customer satisfaction.
Operational Management:
Oversee daily operations for the call center team.
Ensure the call center meets or exceeds performance metrics, including service levels, response times, and customer satisfaction scores.
Implement and monitor best practices, policies, and procedures to optimize call center operations.
Team Leadership:
Lead, mentor, and develop a team of call center managers and staff.
Foster a positive and high-performance work environment.
Conduct regular performance reviews and provide coaching to improve individual and team performance.
Customer Experience:
Develop and implement initiatives to enhance the overall customer experience.
Analyze customer feedback and service metrics to identify areas for improvement.
Address and resolve escalated customer issues and complaints effectively.
Technology and Systems:
Oversee the implementation and maintenance of call center technologies and systems.
Stay current with industry trends and innovations to leverage new technologies that enhance operational efficiency.
Recommend technology solutions as needed and manage their implementation.
Compliance and Quality Assurance:
Ensure call centers comply with all relevant regulations, company policies, and quality standards.
Develop and maintain quality assurance programs to monitor and improve service delivery.
Reporting and Analysis:
Prepare and present regular reports on call center performance, trends, and strategic initiatives to senior management.
Utilize data analysis to drive decision-making and continuous improvement.
Qualifications:
Bachelor's degree in Business Administration, Management, or a related field (Master's degree preferred).
5+ years of experience in call center management, including at least 2 years in a senior leadership role.
Proven track record of managing multiple call centers and large teams.
Strong understanding of call center technologies, performance metrics, and best practices.
Excellent leadership, communication, and interpersonal skills.
Ability to analyze complex data and implement actionable strategies.
Experience with budgeting, forecasting, and financial management.
Exceptional problem-solving skills and the ability to handle escalated customer issues effectively.
Additional Requirements:
Flexibility to work beyond standard business hours if required.
Allstar Home Services seeks to safeguard its employees, customers, and others while conducting company business.
Following a conditional offer of employment, all applicants who are offered employment with Allstar will be subject to a background investigation.
Offers of employment are contingent on the successful completion of a background investigation and motor vehicle report conducted in accordance with Company policies and all applicable laws.
Information obtained from a background investigation will be considered for employment purposes as permitted by federal and state law and in accordance with Allstar Services' Equal Employment Opportunity Policy.
-
National Call Center Director
2 weeks ago
Cleveland, Ohio, United States AIIStar Full timeJob Title: National Call Center DirectorAt AIIStar, we are seeking a highly skilled and experienced National Call Center Director to lead our national call centers towards excellence. This is a unique opportunity to join our team and drive strategic growth and operational efficiency.Key Responsibilities:Strategic Planning and Execution:Develop and implement...
-
Cleveland, Ohio, United States AIIStar Full timeJob DescriptionAIIStar is seeking a highly skilled National Contact Center Director to lead our national call centers. This role involves setting and managing the strategic direction and operational aspects of our call centers, including building and leading a local team, recommending and implementing technology solutions, and ensuring exceptional customer...
-
Contact Center Operations Manager
2 weeks ago
Cleveland, Ohio, United States Aramark Full timeJob Title: Contact Center ManagerAramark Healthcare+ is seeking a highly skilled Contact Center Manager to oversee the Food Service department call center operations for patient dining at Cleveland Clinic. This is a non-remote position that requires sitting at one of our locations in Northeast Ohio.The Contact Center Manager is responsible for leading a team...
-
Contact Center Support Specialist
2 weeks ago
Cleveland, Ohio, United States Cleveland Clinic Full timeJob SummaryCleveland Clinic Health System is seeking a highly skilled Contact Center Support Specialist to join our team. As a Contact Center Support Specialist, you will be responsible for providing exceptional customer service to patients and families, answering inbound calls, and navigating electronic directories to transfer callers to the appropriate...
-
Contact Center Support Specialist
2 weeks ago
Cleveland, Ohio, United States Cleveland Clinic Full timeContact Center Support Operator IThis position requires qualified candidates to reside in the Cleveland, OH area or be able to work on site in Beachwood, OH.As a Contact Center Support Operator I, you will work alongside dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare...
-
Sleep Contact Center Representative
2 months ago
Cleveland, Ohio, United States Medical Service Company Full timeAbout Medical Service CompanyMedical Service Company is a family-owned and operated durable medical equipment and respiratory provider with over 70 years of experience in the industry.Job SummaryWe are seeking a highly skilled and customer-focused Sleep Contact Center Specialist to join our team. As a Sleep Contact Center Specialist, you will be responsible...
-
Director of Obesity Center
1 month ago
Cleveland, Ohio, United States Cleveland Clinic Full timeJob Title: Director of Obesity CenterCleveland Clinic is seeking a highly qualified Director of its Obesity Center. The ideal candidate will be a seasoned Obesity Expert with a strong track record of clinical and academic excellence in obesity-related disease diagnosis and management.Key Responsibilities:Develop, plan, implement, and manage the Cleveland...
-
Contact Center Specialist, Case Management
4 weeks ago
Cleveland, Ohio, United States Medical Service Company Full timeJob Title: Contact Center Specialist, Case ManagementAbout the Role:We are seeking a highly skilled and customer-focused Contact Center Specialist, Case Management to join our team at Medical Service Company. As a Contact Center Specialist, you will be responsible for providing exceptional customer service to our patients and customers, ensuring that their...
-
Director of Obesity Center
1 month ago
Cleveland, Ohio, United States Cleveland Clinic Foundation Full timeJob Title: Director of Obesity CenterThe Cleveland Clinic Foundation is seeking a highly qualified Director of its Obesity Center. As a leader in the field of obesity, this individual will be responsible for developing, planning, implementing, and managing the Cleveland Clinic's Obesity Program for Specialty Care and Primary Care.The ideal candidate will...
-
Sleep Medicine Center Director
2 weeks ago
Cleveland, Ohio, United States Cleveland Clinic Full timeAbout the RoleThe Cleveland Clinic Neurological Institute is seeking a highly skilled and experienced physician to lead its Sleep Medicine Center. As the Director of Sleep Medicine, you will be responsible for overseeing the clinical and research activities of the center, as well as managing a team of staff physicians and researchers.The ideal candidate will...
-
Sleep Medicine Center Director
2 weeks ago
Cleveland, Ohio, United States Cleveland Clinic Full timeJob SummaryThe Cleveland Clinic Neurological Institute seeks a director for its Sleep Medicine Center. The ideal candidate is a mid-career physician with clinical expertise in sleep medicine, demonstrated scholarship in clinically based or translational research, and managerial experience leading a professional group. The ideal candidate is committed to...
-
Part-Time Contact Center Specialist
2 weeks ago
Cleveland, Ohio, United States Medical Service Company Full timeJob Summary:MEDICAL SERVICE COMPANY is a family-owned and operated durable medical equipment and respiratory provider with over 70 years of experience. We are proud to be a 13-Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work. Our team is dedicated to providing excellent customer service and ensuring the well-being of our...
-
Cleveland, Ohio, United States Medical Service Company Full timeJob Summary:We are seeking a highly skilled and customer-focused Contact Center Specialist to join our team at Medical Service Company. As a key member of our contact center, you will be responsible for providing exceptional customer service to our patients and healthcare providers, ensuring timely and accurate processing of orders, and maintaining a high...
-
Director of Obesity Center
2 weeks ago
Cleveland, Ohio, United States Cleveland Clinic Foundation Full timeJob Title: Director of Obesity CenterThe Cleveland Clinic Foundation is seeking a highly qualified and experienced medical professional to lead its Obesity Center as Director. This is a unique opportunity to join a world-renowned institution and contribute to the development of innovative obesity care programs.Key Responsibilities:Develop and implement...
-
Cleveland, Ohio, United States Delta State University Full timeJob SummaryWe are seeking a highly qualified Director for the Gertrude C. Ford Center for Teaching and Learning at Delta State University. The successful candidate will be responsible for planning, developing, and implementing workshops and professional development opportunities for faculty.Key ResponsibilitiesDevelop and coordinate a range of workshops and...
-
Sleep Medicine Center Director
1 week ago
Cleveland, Ohio, United States Cleveland Clinic Full timeSleep Medicine Center Director OpportunityThe Cleveland Clinic Neurological Institute is seeking a highly skilled and experienced physician to lead its Sleep Medicine Center. As a director, you will be responsible for overseeing the clinical and research activities of the center, ensuring the delivery of high-quality patient care, and advancing the field of...
-
Cleveland, Ohio, United States Medical Service Company Full timeJob SummaryWe are seeking a highly skilled and customer-focused Contact Center Specialist, Case Management to join our team at Medical Service Company. As a key member of our contact center, you will be responsible for providing exceptional customer service and support to our patients and healthcare professionals.Key ResponsibilitiesManage high-volume...
-
Sleep Medicine Center Director
1 month ago
Cleveland, Ohio, United States Cleveland Clinic Foundation Full timeCleveland Clinic Neurological Institute Sleep Medicine Center Director OpportunityThe Cleveland Clinic Neurological Institute is seeking a highly skilled and experienced Sleep Medicine Center Director to lead its cutting-edge clinical and research group. As a key member of the Institute's leadership team, you will be responsible for driving innovation and...
-
Sleep Medicine Center Director
6 days ago
Cleveland, Ohio, United States Cleveland Clinic Full timeAbout the RoleThe Cleveland Clinic Neurological Institute is seeking a highly skilled and experienced Sleep Medicine Center Director to lead its Sleep Medicine Center. The ideal candidate will have a strong clinical background in sleep medicine, a proven track record of research and innovation, and excellent leadership and management skills.Key...
-
Contact Center Operations Manager
2 weeks ago
Cleveland, Ohio, United States Aramark Full timeJob SummaryAramark Healthcare+ is seeking a skilled Call Center Manager to oversee the Food Service department call center operations for patient dining at Cleveland Clinic. This is a non-remote position that requires sitting at one of our locations in Northeast Ohio.Key ResponsibilitiesLead and develop a team of Customer Service Representatives to provide...