Director Call Center Operations-Remote

NY · Full-time

About The Position

The Director of Call Center Operations, will help develop and scale our outbound engagement call center organization. This person will work closely with the operations, marketing, technology and commercial teams to establish and grow our virtual engagement call center from the ground up. This role will develop operating policies and procedures, optimize workflows, hire and develop the call center workforce, and develop training and quality programs in order to engage potential members in our digital therapeutic platform.

Role and Responsibilities

• Manages strategic direction and day to day operations of the call center.

• Creates a high performance engaged culture to maximize enrollment in our programs.

• Identifies and implements initiatives to improve member and employee satisfaction levels.

• Maintains proper staffing levels.

• Tracks trends, makes decisions based on organized information, and supports decisions with articulate written and verbal communications.

• Utilizes data to drive results and prioritize improvements.

• Ability to coach, motivate, inspire and develop team members and to create a positive work environment.

• Focus on employee and leader development, including succession planning.

• Plan, monitor and adjust performance and incentive plans to ensure performance goals are met.

• Coordinate all messaging and material disseminated in the call center.

• Ensures departmental compliance with contractual, regulatory, and corporate requirements, guidelines, including turnaround and reporting.

• Develops policies and procedures to improve service delivery and interdepartmental processes to support work processes across department lines.

Requirements

The Director of Call Center Operations, will help develop and scale our outbound engagement call center organization. This person will work closely with the operations, marketing, technology and commercial teams to establish and grow our virtual engagement call center from the ground up. This role will develop operating policies and procedures, optimize workflows, hire and develop the call center workforce, and develop training and quality programs in order to engage potential members in our digital therapeutic platform.

Role and Responsibilities

• Manages strategic direction and day to day operations of the call center.

• Creates a high performance engaged culture to maximize enrollment in our programs.

• Identifies and implements initiatives to improve member and employee satisfaction levels.

• Maintains proper staffing levels.

• Tracks trends, makes decisions based on organized information, and supports decisions with articulate written and verbal communications.

• Utilizes data to drive results and prioritize improvements.

• Ability to coach, motivate, inspire and develop team members and to create a positive work environment.

• Focus on employee and leader development, including succession planning.

• Plan, monitor and adjust performance and incentive plans to ensure performance goals are met.

• Coordinate all messaging and material disseminated in the call center.

• Ensures departmental compliance with contractual, regulatory, and corporate requirements, guidelines, including turnaround and reporting.

• Develops policies and procedures to improve service delivery and interdepartmental processes to support work processes across department lines.

About You

•        You recognize that mutual respect, support and working together in a democratized workplace culture towards a common goal is key to success

•        You are goal-driven and execute strategic decisions quickly and efficiently

•        You embrace challenges, value data-driven decision making and recognize the importance of responding quickly to market needs

•        Comfortable in a metric driven environment

•        You understand that the users of our product come first, and that product development at Dario is based on a personalized, user-centric experience

grounded in clinically proven outcomes.

•        You demonstrate creativity and flexibility, and you adapt and evolve your approaches to drive value.

•        You are passionate about change and user experience

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