Director – Call Center Operations

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

📞 Call Center Representative

👻 Ghost score 10%

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GT Independence

WebsiteLinkedInAll Job Openings

501 - 1000 employees

👥 HR Tech

☁️ SaaS

👥 B2C

HR Tech • SaaS • B2C

GT Independence is a company that helps people self-direct their long-term care by enabling individuals to hire in-home or community-based caregivers and by handling the administrative tasks such as payroll, taxes, and paperwork. They provide a mobile app for caregivers to track hours, submit timesheets, and obtain approvals, and they guide participants through state-specific Medicaid/Medicare self-direction options so people can remain in their homes and maintain independence.

📋 Description

• Oversee inbound and outbound call handling, staffing coverage and service delivery • Provide hands-on operational support when volume or staffing requires it • Design and implement a scalable enterprise-wide call-handling operating model across state programs • Partner with local leaders through operational transitions • Establish standardized operating procedures, scripts, escalation paths and best practices • Drive continuous improvement through root-cause analysis • Configure and improve IVR, call flows, routing, skills, callbacks and self-service • Partner with operations teams, IT and vendors on technology optimization • Lead forecasting, staffing models, scheduling and real-time workforce management • Define and report service, quality, efficiency and customer-experience KPIs • Hold teams accountable to clear performance standards • Identify and implement AI, automation and self-service tools • Recruit, coach and develop managers, supervisors and frontline staff • Build a culture of accountability, empathy and continuous improvement

🎯 Requirements

• 8+ years of contact center operations experience • 5+ years leading multi-site or remote teams in a high-volume environment • Deep call center operations expertise, including IVR, call flow, skills and routing configuration, workforce management and staffing optimization, inbound and outbound call handling, performance metrics and KPIs • Strong hands-on experience with enterprise telephony and cloud contact center platforms • Track record of standardizing processes and improving performance across multiple teams or locations • Strong analytical and financial skills, including KPI reporting, staffing models, business cases and ROI • Excellent communication and cross-functional partnership skills • Bachelor’s degree or equivalent experience • Preferred: Genesys Cloud or other top tier system experience • Preferred: Experience implementing contact center AI, including virtual agents, agent assist and call summarization

🏖️ Benefits

• Reasonable accommodation available for applicants with disabilities • Remote work arrangement