Contact Center Director directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Contact Center Director establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Additionally, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Job Summary:
The Director of the Contact Center is responsible for leading all aspects of the system wide Catholic Health Contact Center, from its daily operations to its long-term strategic success. Functional services represented in the Contact Center include the primary consumer-facing components of: scheduling and registration for physician offices and hospital outpatient departments, financial clearance, insurance verification, price estimation, referral coordination, marketing support, class/event registration, billing customer service, and other potential centralized functions in the future.
The Director is responsible for the Contact Center’s budget, technology, strategic vision, site/virtual operations, and safety. The Director will work to develop and operationalize initiatives that support the implementation, ongoing operations and optimization of all Contact Center services and sites.
The Director will operate the main consumer-facing delivery entity and “front door” to the health system. This individual will ensure that service levels are consummate with industry standards for responsiveness, quality, cost and most importantly, consumer satisfaction. The Director will clearly articulate the mission and vision of the organization to internal and external audiences while acting as a change agent for the organization. This position directs Contact Center management activities, sets performance expectations and goals, evaluates processes and outcomes, and implements improvements to support quality and efficiency.
This position is responsible for building trusting relationships and partnering with leaders in functional areas supported by the Contact Center to continually improve service delivery. The Director will champion process improvement and change management efforts, and partner with others to complete projects that drive rapid and sustained development of the Contact Center. The Director will participate in relevant implementations and optimizations for services, maintaining a clear understanding of the organization and intersection of the Contact Center with Catholic Health services.
This position will demonstrate customer service focus in all aspects of the work. The position will be responsible for ensuring the team exemplifies customer service both internal and external to the different segments the team supports and serves.
EDUCATION
EXPERIENCE
Join us in this dynamic role where you can utilize your technical expertise and communication skills to enhance our contact center operations. Apply now to be part of our team! www.jobs.chsbuffalo.org
Job Type: Full-time
Pay: $110,000.00 - $165,000.00 per year
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Work Location: In person