General Description:Are you passionate about leading teams to deliver exceptional customer service? As the Call Center Director for Medulla, you'll manage a talented team, drive operational excellence, develop and execute strategic improvement plans, and ensure an outstanding patient experience for our Chiro One Health and Wellness centers.
This is a high-growth opportunity where your leadership will have a direct impact on customer satisfaction, business success, and team performance.
Key Responsibilities:
- Leadership & Team Development: Lead, motivate, and mentor a team of call center supervisor(s) and agents. Foster a positive and productive environment that encourages collaboration, growth, and high morale.
- Strategic Planning: Develop and execute strategic plans to meet and exceed call center goals. Align operations with business objectives and customer experience initiatives.
- Performance Management: Analyze call center performance data (KPIs, CSAT, AHT, FCR) to identify areas for improvement. Implement strategies to optimize processes and boost customer satisfaction.
- Technology Integration: Leverage CCaaS (e.g., Nice, Talkdesk, Five9) and CRM (e.g., Salesforce) systems to enhance team performance, optimize workflows, and improve the customer experience.
- Patient Journey Excellence: Ensure every patient interaction is handled with care, professionalism, and efficiency, aiming for the best possible patient experience at every step.
- Budget & Resource Management: Oversee the call center budget, and comp design and execution. Ensure efficient resource allocation and drive cost-effective solutions without compromising service quality.
- Process Optimization: Continuously evaluate and improve operational processes, equipping the team with the right tools, training, and systems to deliver top-notch service.
- Data-Driven Decisions: Create and manage performance dashboards, scorecards, and reports to track key metrics and drive accountability across the team.
- Cross-Functional Collaboration: Partner with departments like Marketing, IT, HR, and Operations to streamline processes and ensure consistency in delivering an outstanding customer experience.
Qualifications:
- Experience:
- Minimum of 5-7 years in call center management or leadership, ideally with experience in customer service, operations, and sales.
- Proven track record in managing and optimizing multi-location or large-scale call center teams.
- Hands-on experience with call center technologies, including CCaaS (e.g., Nice, Talkdesk, Five9) and CRM platforms (e.g., Salesforce).
- Skills:
- Strong leadership skills with the ability to inspire and drive performance through coaching and mentoring.
- Exceptional communication skills to clearly communicate goals, performance expectations, and feedback.
- Advanced analytical skills to interpret data and make informed decisions for continuous improvement.
- Excellent problem-solving abilities to resolve customer issues and internal challenges effectively.
- Strong project management skills to manage multiple priorities and initiatives simultaneously.
- Proficient in Microsoft Office (Excel, PowerPoint, Word) and call center management software.
- Preferred:
- Bachelor's degree in Business, Operations Management, or a related field.
- Six Sigma, Lean, or similar certifications in process optimization.
- Experience in healthcare, retail, or high-growth industries is a plus.
- Passionate Leader: Motivates the team to achieve goals and fosters a culture of continuous improvement.
- Customer-Centric: Places the customer experience at the forefront of decision-making, ensuring each interaction is handled with empathy and professionalism.
- Goal-Oriented: Sets aggressive but achievable targets and drives the team to meet and exceed expectations.
- Tech-Savvy: Knowledgeable in the latest call center technologies and eager to implement innovative solutions to improve service delivery.
- Adaptable: Thrives in a high-growth, fast-paced environment and adjusts to evolving priorities and market conditions.
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