Director, Call Center Operations (REMOTE)

Position Overview:

At Bloom, we are dedicated to revolutionizing the insurance industry through innovation and excellence. We are seeking an experienced and dedicated leader who will be responsible for the execution of all operations of the Bloom Call Center including but not limited to: staffing, scheduling, training, implementation and ongoing success of client campaigns, ensuring compliance and quality standards are achieved while keeping an eye on the bottom line by managing revenue and expenses.

We are looking for an exceptional individual who can:

• Liaise with other Call Center Directors and corporate functions.
• Drive success through increased sales close ratios.
• Lead the Call Center Operations team to implement new campaigns and manage existing campaigns to meet and exceed client satisfaction.
• Support the implementation of best practice processes and procedures to ensure efficient and successful management of client campaigns.
• Monitor data to identify trends and ensure KPIs and campaign goals are being met/implementing action plans if they are not; implement course corrections where necessary.
• Ensure campaigns are staffed at appropriate levels to meet regulatory service level requirements/liaise with HR on hiring needs.
• Ensure all staff have appropriate training and licensing as required to meet regulatory requirements and to ensure operational success.
• Ensure Call Center employees are working to agreed quality and compliance standards.
• Serve as an internal and external escalation point in case of ongoing issues relating to Call Center operations, liaising with internal departments as needed to ensure resolution.
• Interface with clients and prospective clients as required.
• Assist the Sales and Client Services teams as needed to secure current and new business.
• Identify new revenue streams for existing campaigns in coordination with sales.
• Monitor and control expenses vs revenue, achieving maximum billing.
• Report trends, issues, and successes to management team.
• Perform all other duties as assigned.

Qualifications:

• Bachelor's degree in Business or related field required
• 8+ years' experience with managing or leading a team in Call Center/operations required
• Proven leadership experience
• Experience communicating to Executive Level leadership
• Experience in the Medicare/Marketplace industry and multi channel contact required

Required Skills and Abilities

• Strong organizational skills required
• Excellent oral and written communication skills
• Excellent computer skills, e.g. Microsoft Office Suite
• Exceptional leadership skills
• Project implementation knowledge
• Analytic/Systematic Thinking
• Ability to work in a fast paced, high pressure environment
• Ability to work independently and with a team
• Ability to manager change successfully

What We Offer

Bloom operates with a people-first culture, which means listening to our employees to provide the benefits that mean the most to them. Our competitive compensation, comprehensive health coverage, long-term growth opportunities, and remote work environment are among the reasons that many of our employees have been with us since the beginning of our business. BeBloom™, our proprietary employee training and engagement program, helps you learn our business model and immerse yourself in everything our culture has to offer from day 1. From virtual live events to mentorship and leadership programs and employee-led councils, there are countless opportunities to get involved, build connections, and share your voice – because at Bloom, the real you belongs here.

Core Values:

• Put People First: Uphold and promote a people-first culture within the organization, emphasizing empathy, kindness, and a commitment to making a positive difference.

• Be Stronger Together: Embrace a team player mentality, leveraging the strengths of yourself and others to collaborate as one team.

• Do What's Right: Adhere to high ethical standards, acting with integrity to do what's right for partners, customers, and colleagues.

• Embrace a Growth Mindset: Embrace a culture of continuous learning, education, and professional development.

• Drive Solutions: Demonstrate ingenuity and skill by sharing ideas and solutions that drive our mission forward.

About Bloom

Bloom is a third-party insurance services provider that partners with Medicare health plans to enable high-quality Medicare enrollment and drive earlier health plan activation. Founded in 2007, Bloom has partnered with national and regional payers to implement solutions for every step of the member journey, from telesales and quote & enroll to health activation outreach. Supported by its Ascend technology platform, Bloom produces closer connections and better outcomes for Medicare beneficiaries and health plan stakeholders to deliver High Value Enrollment.