The Director of Call Center Operations manages call routing, and reviews trends for the call center (call volume, customer satisfaction, staffing levels). Furthermore the Director of Call Center Operations thrives to implement a positive department culture and helps develop and implement a future call center strategy.
Responsibilities:
- Devise ways to optimize procedures that employees are expected to follow during and between calls;
- Prepare monthly and annual progress and status reports, and employee performance evaluations;
- Actively manage incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls;
- Increase productivity of managers and representatives alike (coach, hold accountable and recognize/reward on KPIs);
- Help create and maintain a positive department culture through the participation in, and creation of Company culture initiatives;
- 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 improvements may be made;
- Continuously monitor call center dashboard and assign calls and agents as needed, maintain flow;
- Review quality performance measurements and provide input to for coaching performance/action plans as applicable;
- Ensures that all complaints are resolved in a timely manner.
Requirements:
- Demonstrated ability to work in a fast-paced environment;
- Ability to communicate clearly and professionally, both verbally and in writing;
- Extensive knowledge using online call center phone and tracking systems;
- Strong listening skills, attention to detail, and decision-making skills;
- Minimum 3 years in a contact center environment;
- Ability to prioritize and manage multiple responsibilities;
- Experience managing leaders/supervisors;
- Previous experience on the healthcare field preferred but not required;
- Knowledge of call center performance evaluation procedure;
- Pleasant, friendly attitude, with an ability to adapt to change;
- Desire for personal/professional growth and development;
- Superior problem-solving abilities.
About CorVel
CorVel, a certified Great Place to Work® Company, is a national provider of industry-leading risk management solutions for the workers' compensation, auto, health and disability management industries. CorVel was founded in 1987 and has been publically traded on the NASDAQ stock exchange since 1991. Our continual investment in human capital and technology enable us to deliver the most innovative and integrated solutions to our clients. We are a stable and growing company with a strong, supportive culture and plenty of career advancement opportunities. Over 4,000 people working across the United States embrace our core values of Accountability, Commitment, Excellence, Integrity and Teamwork (ACE-IT!).
A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w/Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off.
CorVel is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.