Senior Director, Healthcare Member Contact Center

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🕒 vor 18 Tagen

🥔 Idaho – Remote

🥔 Idaho – Remote

💵 $152.077 - $190.000 / Jahr

⏰ Vollzeit

🟠 Senior

📞 Callcenter-Mitarbeiter

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US Claro

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 1990

📡 Telekommunikation

🛍️ eCommerce

👥 B2C

Telecommunications • eCommerce • B2C

US Claro ist ein Telekommunikationsunternehmen, das in Argentinien tätig ist und Mobilfunkverträge, Heim-Internet (Glasfaser), Prepaid-Services, Roaming und digitale Inhaltsdienste wie Streaming und Musik anbietet. Es betreibt auch einen Online- und physischen Einzelhandel, der Telefone, Zubehör und Smart-Geräte verkauft, und bietet digitale Zahlungs-/Wallet-Dienste (Claro Pay) sowie Kontoverwaltung über Mi Claro an.

Beschreibung

• 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.

🎯 Anforderungen

• 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.