Director, Call Center Operations at VillageMD in Houston, TX

Integral to our team, the Director of Call Center Operations is responsible for the strategic planning and execution of all Call Center operations and leadership and development of Call Center operations team members. This leader will establish call center processes that focus on continuous improvement of the patient experience with a tactical emphasis is on patient care, quality management, workforce planning, recruiting, coaching and training. Performance metrics are critical to success, but this leader needs to be adept at managing production while prioritizing exceptional patient experience. You are a servant leader with excellent communication skills, a high tolerance for flexibility and energy for thriving in a high growth environment and can influence others to action without exercising authority. This role will be dynamic and evolving in nature as the business scales.

How you can make a difference

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every patient interaction
• Responsible for development and administration of annual department budget to attain business go-to-market strategy with operational stability
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and continual career growth and development
• Develop, implement and maintain effective internal quality processes fostering continuous improvement and exceeding KPI performance
• Proven experience managing metrics, ensuring patient satisfaction, and reporting statistical performance levels related to call center
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Coordinate analytic, strategic and technical resources to meet patient expectations and ensure satisfaction
• In conjunction with technology, monitor system effectiveness and performance and resolve problems regarding applications; set strategy for implementation so system changes and updates
• Ensure compliance with regulatory standards

Skills for success

• Experience performing under pressure with a strong sense of urgency, attention to detail, and a commitment to doing what you say you will do
• You are solution-oriented and have a passion for being hands-on in problem-solving, strategic design and execution
• You are self-starting and maintain a high sense of urgency and accountability in delivering measurable results in line with agreed upon timeframes
• You demonstrate a personal commitment to promoting and providing excellent customer service
• Exceptional leadership skills and the ability to lead and manage staff through rapid growth, ambiguity and change
• You have excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues

Experience to drive change

• Comfort with launching and leading large-scale operations while driving transformation and change management initiatives
• Significant call center leadership experience ideally garnered in a managed care, provider or healthcare services setting
• An entrepreneurial mindset with knowledge and experience in high-growth business environments including ability to roll-up sleeves and dig into the details of the work and drive disruptive innovation
• Ability to quickly gain credibility and establish the required relationships to influence and generate results; you must quickly influence market partners to take action and achieve results
• A natural comfort getting into the details of operations to drive execution, along with the ability to quickly pivot between strategy and operations
• Demonstrated experience driving results in a high-growth enterprise
• Ability to prioritize tasks in a high-volume, multiple-task work environment with a high degree of interdependence
• Strategic thinker with the ability to create vision, develop business plans and manage change throughout the organization
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Strong analytical skills and ability to interpret call center data and information
• 8 to 10 years of supervisory experience in a high-volume call center; strong preference for formal continuous improvement experience
• Required prior experience with telephony technology: Avaya, forecasting and scheduling tools, reporting packages, Voice Response Units, etc.
• Bachelor’s degree required