Call Center Customer Service Director

2 weeks ago

Boca Raton, United States MDVIP Full time

Director, Call Center Operations

Boca Raton, FL


Overview

Come join an innovative leader in the healthcare industry MDVIP, based in Boca Raton, FL is seeking a Director, Contact Center Customer Service who oversees and provides strategic leadership to all customer service operations within the contact center. Develops, plans, and executes workforce management strategies to optimize system capabilities and strengthen efficiencies to meet overall organizational goals with a strong emphasis on customer service. Leads subordinate management staff in contact center operations responsible for the scheduling, training, quality assurance, reporting, budgeting, and vendor performance. Fully understands MDVIP’s business, strategies, and trends to provide effective leadership and coaching.


Who is MDVIP? Since opening the first affiliated practice in 2000, the MDVIP membership-based personalized healthcare program now empowers nearly 400,000 people to reach their health and wellness goals through in-depth knowledge, expertise, and one-on-one coaching with over 1,200 of the finest primary care doctors in America. MDVIP-affiliated doctors provide the highest level of personalized health care through consultations, comprehensive screenings, and advanced testing coupled with a wellness plan devised to help manage acute and/or chronic medical needs. MDVIP-affiliated doctors utilize the latest healthcare technologies in order to advance the delivery of primary care and improve health outcomes in America.


MDVIP has consistently been recognized as a Great Place to Work® employer since 2018, (Greatplacetowork.com/certified-company/MDVIP) and was named by Fortune and Great Place to Work® as one of the 2023 Best Workplaces in Healthcare™ .

Responsibilities

  • Responsible for daily contact center operations related to customer service and strategic oversight to take advantage of opportunities to improve efficiencies, member retention, revenue generation, customer service levels and employee engagement.
  • Determines operational strategies by conducting needs assessments, capacity planning, and cost/benefit analysis. Research state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements.
  • Develops and administers the annual department budget to attain business goals with operational stability.
  • Ensures staffing levels, recruiting, and training requirements are met consistently to meet expected service levels.
  • Develops and maintains contact center performance reports by collecting, analyzing, and summarizing data and trends.
  • Delivers executive-level presentations on performance results and change proposals to operations, products, and programs.
  • Builds, develops, and maintains successful relationships with organizational leaders, department management to execute on key strategies and initiatives within the organization to further the transformation and development of contact center and organizational priorities.
  • Ensures compliance with regulatory guidelines and standards.

This job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Qualifications

Bachelor’s degree from four-year college or university, preferably in the study of business administration, logistics, management, and at least 10 years related business experience; or equivalent combination of education and experience where two years related experience equals one year of schooling. Related experience assumes a similar corporate role providing leadership and strategic direction for contact center operations, with considerable focus on customer service.

  • Minimum 10 years’ experience in a leadership role within a call center environment. Preferably with direct responsibility/accountability for the work of 150+ FTEs. Ability to train and mentor management level professionals and grow the overall skills of the department.
  • Excellent presentation and executive engagement skills.
  • Proven ability to use data and analytic information to gain insights and drive strategic direction.
  • Experience engaging, leading, and inspiring teams in developing and documenting best practices in the performance of all duties, responsibilities. Fosters a culture of continuous improvement in customer service.
  • Experience establishing and maintaining a metrics-driven call center environment leveraging technology; implement proper dashboards, KPIs, CRM best practices, etc.


Corporate office role: As a corporate based role in Boca Raton, FL, employees are expected to work from the corporate office.


Additional information:

At no time may work be performed, or computer systems accessed, from outside of the U.S.

Individuals hired must be able to perform essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MDVIP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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