Director, Call Center- Onsite

Summary of Position

• Responsible for the day-to-day operations of the Call Center; work with the VP to develop, define, implement, and enforce
• Call Center policies and procedures to provide a differentiated (positive) member experience.
• Ensure that calls are handled promptly and meet required quality assurance and customer service guidelines; and that the
• department operates within established budgetary constraints.
• Take the lead on cross functional call center service delivery initiatives.

Principal Accountabilities

• Responsible for hiring and providing leadership to their direct report employees and call center advocates and ensures
• that all operations procedures are executed ensuring that all employees receive proper training to meet the needs of
• our patients.
• Ensure that proper ongoing training, development and support of personnel takes place and ensures their knowledge
• of the Company’s policies and procedures, appointment availability, lines of business, services provided, and other
• significant information delivered to patients.
• Effectively and efficiently manage resources to ensure that the department’s targets are met, including staffing levels,
• equipment, resources availability and utilization, etc.
• Proactively seek to learn best practices and/or techniques other call centers use to increase performance and provide
• excellent customer service.
• Design and implement leadership training and performance goals for direct report Call Center Managers and/or
• Supervisors in order to improve managerial skills and professional growth.
• Perform workplace and telephone monitoring to ensure call quality and accuracy. Partner with the Quality Assurance
• team to determine coaching, feedback and training needs and monitor performance improvement cycle for advocates
• with performance gaps.
• Analyze reports to determine efficiencies of existing resources and makes recommendations for future needs.
• Administer various activity reporting used for analysis and decision-making, such as preparation of standardized
• reports or compiling data necessary to prepare additional reports.
• Maintain database of current policies, procedures and practices to ensure that staff have accurate information
• available.
• Support projects and initiatives; identify and implement enhancements/new functionality to help drive member
• satisfaction, experience and efficiencies whether it be related to people, process or technology.
• Partner with VP and Site Leader to develop on-going employee reward and recognition programs for staff.
• Implement methods designed to effectively gather and assess customer feedback.
• Interface with Department Heads within EmblemHealth to assist with member requests or concerns, as required.

Qualifications

Education, Training, Licenses, Certifications

• Bachelor’s Degree (preferably in business or healthcare) from an accredited institution.

Relevant Work Experience, Knowledge, Skills, and Abilities

• 10 – 12+ years of relevant, professional work experience.
• 5 – 10+ years’ work experience in a high-volume customer service call center environment.
• 2+ years’ experience leading large teams (50 – 100+) with performance management authority for all staff including
• supervisors and/or manager levels.
• Additional experience or specialized training may be considered in lieu of educational requirements.
• Experience with call center telephone systems and IVR.
• Experience with metrics and analysis including workforce planning, productivity, SLAs, and KPIs.
• Experience representing Call Center to senior leadership across the organization.
• Inbound call center experience.
• Healthcare industry experience with patient or member centric call centers.
• Experience working with unionized employees.
• Highly effective communication skills (verb, written, interpersonal) with all types/levels of audiences.
• Time management, organizational and problem solving skills; ability to prioritize projects/work.
• Leadership skills; ability to effectively lead and direct a diverse workforce.
• Experience managing budgets.
• Willingness and ability to travel as required to work sites, etc., within NY State – NYC, Albany, Syracuse – and CT.

Additional Information

• Requisition ID: 1000002611
• Hiring Range: $92,880-$178,200

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