Director Call Center

The Director Call Centerreports to the Vice President Operations and is responsible for overseeing all layers within the Customer Service department. The Director Call Center is responsible for ensuring that Marpai Call Center meets all objectives and key results (OKRs). The Director is responsible for ensuring Call Center advocates meet all turnaround times and ensure our members receive exemplary service.
WHAT YOU WILL BE DOING:
The Director Call Center will:

• Create and accomplish contact center goals and strategic initiatives to support Marpai's vision and goals.
• Improve processes and workflows to meet the demands of members and clients.
• Set state and achieve immediate and long-term efficiencies in workflow, policies, technology, and staff development.
• Collaborate and engage with internal teams sharing the voice of the customers.
• Maintain expertise in client plan setup, technology workflow, and department processes.
• Ensure team leaders and staff receive ongoing mentorship and training.
• Strategically contribute to and manage company initiatives and transitions as needed in support of overall project needs.
• Represent the department in inter-divisional meetings and projects and company-wide initiatives.
• Communicate changes, policy decisions, and client expectations to department staff.
• Meet with staff regularly to plan workloads, process improvements, and resolve issues.
• Works closely with VP Operations to cascade information upward and downward.

WHAT DO YOU NEED

• BA/BS degree in a related field or equivalent education, training, or experience required.
• 10+ years of management experience in operations and/or customer service roles.
• Extensive knowledge of Contact Center concepts and telecommunications technology.
• Strong analytical skills to identify and evaluate business solutions.
• Extensive knowledge of health care, claims, and benefits industries.
• Proactive and strategic; seeks continuous improvement; displays excellent communication, relationship-building skills, and diplomacy.
• High-impact leader with the ability to work effectively and cultivate relationships at all levels, both internally and externally.
• Ability to mentor, train, and motivate Client Service Team

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