Director, Call Center

Overview

Position Highlights:

• Full-Time
• Location: Downers Grove 

Benefits: 

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year. 
• Immediate 401(k) match.
• 40 hours paid volunteer time off. 
• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.
• 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members. 

Serves Duly’s internal and external customers by planning, implementing, and measuring call center strategies and operations; improving systems and processes; managing staff.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Optimizes call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; working with IT team when installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; contributes to preparations for the annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• With the IT and Maintenance Departments, maintains and evaluates current equipment; develops and evaluates preventive maintenance programs; calls for repairs; evaluates and monitors upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Qualifications

EDUCATION AND EXPERIENCE:

• College degree, or equivalent business and senior management operations experience in multiple call centers environment.
• Minimum of three to five years of experience in successfully managing the operational performance of multiple customer service call centers. 
• Experience in a healthcare setting is preferred but not required.
• Requires strong analytical abilities, to evaluate and summarize information concisely, and clearly identify key elements, patterns, results, or relationships.
• Must have excellent interpersonal, communication, and formal presentation skills.
• Requires strong work ethic; high levels of personal integrity, professionalism, and attention to detail.
• Proficient with Microsoft Office (MS Office, Excel, Word, Power Point, Outlook), call center software/systems/platforms and telephone systems. Epic experience preferred but not required.
• Must possess very strong analytical skills and in-depth understanding of call center metrics.
• Excellent time management skills, with the ability to prioritize and schedule daily activities for the most efficient use of time; ability to organize and manage multiple priorities and initiatives.
• Experience working in a highly demanding and fast-paced environment. Must be able to work autonomously and be able to handle time-sensitive changes and deadlines with composure and confidence.
• Demonstrated ability to lead, coach, and develop effective teams. 
• Must have a flexible schedule; be available to work evenings and weekends as needed.

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