Customer Experience Director

3 weeks ago

Bodega Bay, California, United States Boutique Recruiting Full time
Job Description

We are seeking a highly skilled Customer Experience Director to lead our medical call center team. This individual will be responsible for driving operational results, leading the team through changes and new initiatives, and meeting and exceeding service measurements and quality standards.

Key Responsibilities:

  • Effectively support and drive operational results through effective coaching and performance management.
  • Meet and exceed service measurements, quality standards, and customer service expectations.
  • Support organizational initiatives, drive consistency in processes, and participate in projects outside standard job responsibilities.
  • Assure patient care service is delivered consistent with the organization's mission and goals.
  • Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
  • Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and managing system and process improvement and quality assurance programs.
  • Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees.

Requirements:

  • Minimum of five years of management/leadership experience in a medical call center environment.
  • Minimum of three years' experience as a Patient Care Manager or equivalent.
  • Bachelor's Degree in a related field preferred.
  • Proven track record of delivering strong performance results.
  • Ability to build and foster a high-performance team environment.
  • Ability and desire to coach and mentor others.
  • Strong interpersonal skills and influencing skills.
  • Bilingual - English/Spanish preferred.
  • Experienced with modern contact center technology.
  • Excellent communication skills and interpersonal skills.
  • Ability to problem-solve and to think tactically and identify significant success factors.
  • Energetic customer experience champion familiar with contact center infrastructure.
  • Collaborative and agile team member with the ability to pivot quickly and smoothly.
  • Passionate employee engagement advocate with a focus on staff development, training, and mentoring.
  • Strong interpersonal skills and communication skills (both written and oral).
  • Self-motivated, adaptable to a dynamic and fast-paced environment.
  • Attention to detail, highly organized, with personal initiative.
  • Excellent team building and management skills.
  • Excellent communication, conflict resolution, and follow-through skills.

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