Director Call Center Operations

About the Opportunity:

Shift: Flexible; primarily daytime shifts.

Schedule: HYBRID 3 days in office (Tues/Wed/Thurs).

Hours: Full-time.

Setting: Managed Care

Responsibilities: The Director of Call Center Operations will be responsible for:

Overseeing a team of 40+ agents and 5 supervisors in a union environment.

Ensuring exemplary customer experience and meeting SLA's and metrics.

Strategically partnering with internal stakeholders and external vendors.

Coaching and leading supervisors to develop frontline associates.

Achieving short and long-term goals for process improvements.

Qualifications:

6-10 years of experience managing similar operations in the health insurance industry, Dental/Vision experience preferred.

Bachelor's degree preferred; related business experience considered.

Expertise in contact center applications (IMS, CRM, telephony).

Desired Skills:

Advanced degree or additional certifications in related field.

Experience with insurance claims and knowledge.

Proficiency in managing projects and optimizing business processes.