Operations Director – Call Center

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🕒 vor 11 Tagen

🏈 Alabama, Florida, +5 weitere Bundesländer – Remote

🏈 Alabama – Remote 🐊 Florida – Remote ⚜️ Louisiana – Remote 🎸 Mississippi – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $105.000 / Jahr

⏰ Vollzeit

🔴 Experte

📞 Callcenter-Mitarbeiter

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Esri

WebsiteLinkedInAlle Stellen

5001 - 10000 Mitarbeiter

🏢 Unternehmen

☁️ SaaS

🤝 B2B

Enterprise • SaaS • B2B

Esri ist ein führendes Unternehmen für Geosoftware, das ArcGIS entwickelt, eine umfassende Plattform für Kartierung, räumliche Analysen und Standortinformationen. Seine Produkte ermöglichen es Organisationen in verschiedenen Branchen, geografische Daten für Entscheidungsfindung, Betriebsabläufe und digitale Zwillinge zu integrieren, visualisieren und analysieren. Diese werden über lokale Installationen, Cloud-Dienste, APIs und Entwickler-Tools bereitgestellt. Esri bedient vor allem Unternehmen, Regierungsbehörden und andere Organisationen mit B2B-SaaS- und Plattformlösungen.

Beschreibung

• Oversee daily Patient Access contact center operations to ensure consistent service delivery, operational coverage, productivity, schedule adherence, quality, and client satisfaction. • Manage and support Patient Access leadership, including Patient Access Managers, Floor Managers, Team Leads, Supervisors, or other assigned operational leaders. • Ensure leaders are effectively managing employee performance, attendance, productivity, quality, coaching, corrective action, and daily operational execution. • Monitor real-time and historical department performance to identify staffing gaps, queue concerns, service level risks, workflow issues, and performance trends. • Ensure Patient Access teams meet or exceed established KPIs, including service level, abandonment rate, average speed of answer, average handle time, schedule adherence, productivity, quality scores, attendance, and client-specific performance metrics. • Partner with Workforce Management to ensure proper staffing, schedule coverage, intraday management, overtime control, VTO usage, and forecast alignment. • Ensure operational leaders are reviewing agent activity, call volume, schedule adherence, login/logout activity, timekeeping discrepancies, and other performance indicators. • Identify operational barriers and implement action plans to improve performance, efficiency, quality, employee accountability, and patient/customer experience. • Maintain a strong understanding of all Patient Access workflows, including scheduling support, answering service support, call routing, client-specific scripting, escalation procedures, and documentation requirements.

🎯 Anforderungen

• Associate degree in Business Administration, Healthcare Administration, Operations Management, or related field required; bachelor's degree preferred. • Minimum of 5 years of call center/contact center operations experience required. • Minimum of 3 years of supervisory or management experience in a healthcare, medical call center, patient access, centralized scheduling, answering service, or customer service contact center environment required. • Experience managing remote or geographically dispersed employees strongly preferred. • Strong understanding of call center KPIs, including service level, abandonment rate, average handle time, schedule adherence, occupancy, productivity, quality, attendance, and customer/patient experience metrics. • Experience using workforce management, call center, telephony, reporting, HRIS, quality monitoring, AI-enabled workflow, or automation tools. • Proficiency with Microsoft Office, Outlook, Teams, Excel, PowerPoint, AWS Connect or similar contact center platforms, company-approved AI/automation tools, and other business communication/reporting tools. • Ability to understand and apply AI agents, AI workflows, and automation concepts to enhance human operator productivity, streamline post-call work, improve reporting, and support operational efficiency. • Ability to analyze operational data and convert findings into clear action plans. • Knowledge of HIPAA, PHI confidentiality expectations, healthcare call center operations, and patient/customer service standards. • Ability to work flexible hours as needed to support a 24/7 or extended-hours operation, client needs, urgent escalations, staffing gaps, or business continuity needs.