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.