Customer Service and Call Center Director
4 weeks ago
Emerge is seeking a highly skilled Customer Service and Call Center Director to lead their third-party contact center in the Cleveland, Ohio area. The ideal candidate will have previous experience managing multi-skilled teams and mentoring frontline leaders. This role requires strong communication and problem-solving skills to meet with clients and other external and internal stakeholders to explain and improve our support service.
Duties and Responsibilities:
- Oversee daily operations of the Call Center.
- Continuously improve agent training and resources.
- Lead strategic initiatives alongside the Customer Service Director.
- Identify and resolve customer service inefficiencies.
- Collaborate with development teams to enhance tools and resources.
- Track, monitor, and exceed KPI targets for the contact center.
- Provide customer insights to improve internal processes.
- Perform root cause analysis on system issues.
- Monitor and act on customer feedback.
- Foster a positive and productive work environment.
- Stay informed on industry trends to drive improvements.
Qualifications:
- Bachelor's degree or 5+ years of relevant experience.
- 3-5 years of experience managing a contact center with direct reports.
- Preferred experience in managing a Medicare Part D Call Center or related service vendor.
- Knowledge of contact center software and telephony systems.
- Operational and technical understanding of leading contact center software.
- Experience representing customer service to external clients and resolving issues.
- Healthcare experience preferred.
- Willingness to travel up to 25%.
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