Call Center Director

Advanced Dermatology, P.C. is seeking a seasoned Director to come on board as our Call Center Director in our Commack, NY office.

The Call Center Director implements and reviews policies and operating structure of the contact center. Directs the entire operations of the organization's contact center facility. Monitors the interactions to ensure that the expectations of the customers are met. Sets standards and guidelines for customer interactions. In addition, Call Center Director analyzes operations of the contact center and oversees any efficiency improvements. Creates functional strategies and specific objectives. Develops budgets, policies, and procedures to support the functional infrastructure.

Key Roles & Responsibilities

• Devise ways to optimize procedures that employees are expected to follow during and in between calls.
• Prepare, analyze, and maintain Call Center statistical data to determine areas of deficiencies and develop method to improve the delivery of excellent member service.
• Prepare monthly and annual progress reports, and employee performance evaluations.
• Report trends of incoming calls, backlogs, system errors and malfunctions.
• Actively manage incoming calls, call routing, agent availability, etc. to endure low wait times and proper handling of calls.
• Increase productivity of managers and representatives alike (coach, hold accountable and recognize/reward KPIs)
• Assist in developing and implementing future contact center vision and strategy.
• Reviews trends for phone volume, staffing levels, and customer satisfaction to determine where process improvement may be made.
• Continuously monitor Call Center dashboard and assign calls and agents as needed to maintain flow.
• Review quality performance measurements and provide input for coaching performance/action plans as applicable.
• Ensure all complaints are resolved in a timely manner
• Assist with the development of staff training for Call Center staff.

Requirements

• Bachelor's degree or equivalent years of experience required.
• Minimum 5 years in a contact center environment; senior management role.
• Demonstrated ability to work in a fast-paced environment.
• Experience analyzing customer service metrics.
• Knowledge of Call Center performance evaluation procedure.
• Extensive knowledge using online Call Center phone and tracking systems.
• Solid understanding of reporting and budgeting procedures.
• Experience managing leaders/supervisors.
• Strong listening skills; attention to detail and decision-making skills.
• Previous experience in the healthcare field preferred but not required.
• Superior problem-solving abilities.