Director of Call Center
5 - 7 years experience •
Billion dollar global prestigious rapidly growing Healthcare co (position located in Nassau county) seeks 5+ years diversified call center (inbound/outbound) experience hands on and management of high powered team as well as all aspects of operations for call center headquarters. Deliver high quality, large scale multichannel service related contact center services. Responsible for project functions, workforce management, customer service operations and inbound/outbound work product/services. Manage the planning and delivery of contractual agreements, requirements, manage all correspondence and ensure all outcomes are delivered in a timely, consistently with quality and proficiency. Determine strategies; need assessments, performance reviews, planning and cost benefit analysis. Identify and evaluate state of the art technologies, user requirements and production, productivity, quality and customer service standards. Manage team of call center representatives supporting quality by monitoring call center representatives. Make recommendations for improvement and support new hire training and ongoing education. Monitor and evaluate job performance. Accomplish organizational goals and comply with federal and state regulations. Resolve complaints, problem and inquiry issues to customer satisfaction. Strong communication and interpersonal skills. Ability to problem solve and handle multiple tasks. MS Suite. (CCS and VOP a +).
Please submit resume in Word doc format (Please NO pdf)
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