Senior Director, Healthcare Member Contact Center

Vaga não está no LinkedIn

🕒 Maio 28

🥔 Idaho – Remoto

🥔 Idaho – Remote

💵 $152.077 - $190.000 / ano

⏰ Tempo Integral

🟠 Sênior

📞 Representante de Call Center

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US Claro

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 1990

📡 Telecomunicações

🛍️ Comércio Eletrônico

👥 B2C

Telecommunications • eCommerce • B2C

A Claro é uma empresa de telecomunicações operando na Argentina que oferece planos móveis, internet residencial (fibra ótica), serviços pré-pagos, roaming e serviços de conteúdo digital como streaming e música. Também opera uma loja de varejo online e física vendendo celulares, acessórios e dispositivos inteligentes, e oferece serviços de pagamento digital/carteira digital (Claro Pay) e gerenciamento de contas através do Mi Claro.

Descrição

• Lead operational redesign and define business strategies that improve service performance, scalability, and operational efficiency across Customer Care. • Establish and oversee integrated staffing models, cross-training strategies, and operational workflows across Customer Care, including PA Intake, specialized teams, and customer communications. • Partner with IT leadership to ensure Customer Care systems and applications effectively support operations, analytics, and reporting, with ongoing evaluation to optimize performance and scalability. • Serve as the accountable business owner for company customer and member experience initiatives, providing end-to-end leadership from strategy development and innovation through execution, adoption, and sustained results. • Define performance standards, service metrics, and operating benchmarks to drive accountability and consistently exceed service-level expectations. • Establish strong cross-functional working relationships between Customer Success, Clinical Services, Technical Operations, and Government Programs, Sales and Implementation departments to ensure seamless service delivery and client onboarding. • Provide strategic oversight of Customer Care workforce planning, forecasting, and capacity modeling by analyzing demand trends, developing forecasts, researching business requirements, workflow design, and business growth requirements. • Lead forward-looking strategy and the adoption of innovative methodologies to continuously enhance call center capabilities, operational performance, and technology advancement. • Drive a culture of continuous operational improvements focused on enhancing customer experience, operational effectiveness, and quality outcomes. • Set strategic direction for associate training, leadership development, and call center certification to ensure workforce readiness and performance excellence. • Evaluate emerging technologies, systems, and sourcing strategies to strengthen Customer Care capabilities and improve serve delivery. • Oversee the development, implementation, and governance of Customer care policies, procedures, and quality frameworks, including performance monitoring and corrective action. • Ensure robust tracking, trending, and reporting of operational metrics, performance guarantees, and service outcomes. • Provide oversight of accreditation, including application preparation, compliance maintenance of necessary documentation to demonstrate compliance with accreditation standards and coordination of on-site reviews. • Other duties as assigned.

🎯 Requisitos

• Bachelor’s degree in Business or related field, or equivalent work experience required. • 10+ years of progressive leadership experience overseeing large-scale, multi-channel call center or customer care operations, including accountability for performance, staffing, and service outcomes required. • 10+ years of progressive management experience within a managed care, PBM, or comparable highly regulated health care environment, with demonstrated responsibility for complex operations and cross-functional coordination required. • Proven record of operational leadership resulting in measurable improvements in efficiency, productivity, capacity utilization, and service performance through process redesign, workforce optimization, and performance management required. • Demonstrated experience implementing operational and technology improvements within call center environments, including adoption of new methodologies that enhanced efficiency, customer experience metrics, and overall performance required. • Participate in, adhere to, and support compliance program objectives. • The ability to consistently interact cooperatively and respectfully with other employees.