Senior Director, Healthcare Member Contact Center

Emploi pas sur LinkedIn

🕒 il y a 20 jours

🥔 Idaho – Distant

🥔 Idaho – Remote

💵 $152 077 - $190 000 / an

⏰ Temps Plein

🟠 Senior

📞 Téléconseiller

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US Claro

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 1990

📡 Télécommunications

🛍️ eCommerce

👥 B2C

Telecommunications • eCommerce • B2C

US Claro est une entreprise de télécommunications opérant en Argentine qui propose des forfaits mobiles, internet à domicile (fibre optique), des services prépayés, de l'itinérance et des services de contenu numérique comme le streaming et la musique. Elle gère également une boutique en ligne et physique vendant des téléphones, accessoires et appareils intelligents, et propose des services de paiement numérique/portefeuille numérique (Claro Pay) ainsi que la gestion de compte via Mi Claro.

Description

• 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.

🎯 Exigences

• 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.