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WellBe Senior Medical · 22 hours ago

Head of Contact Center Strategy

United States

Full-time

Remote

Director/Executive

$145K/yr - $217K/yr

10+ years exp

WellBe Senior Medical is focused on providing advanced geriatric care for underserved elderly patients. They are seeking an experienced contact center leader to oversee performance, operations, strategy, and change management within their contact center.

Health CareHome Health CareMedical

No H1B

Responsibilities

Lead the development and strategy for contact center projects

Lead the implementation and refinement of contact center quality & training

Build and manage a high performing team, fostering an environment of continuous improvement

Collaborate with the other leaders of contact center operations to ensure high quality, and member experience

Provide mentorship and guidance to team members and colleagues, enhancing their skills and career growth

Serve as a thought leader for contact center enablement

Establish operational targets, best practices, and training programs that support service quality and efficiency standards

Identify and adopt models and tools that enhance the member experience and drive conversions

Provide oversight to engagement ecosystem projects organization wide

Serve as a thought leader for engagement ecosystem

Performs other duties as assigned

Qualification

Call/Contact center experienceCall center strategyOrganizational change managementHealthcare experienceEntrepreneurial mindsetDiscretionCommunication skillsEmotional intelligenceConfidentiality