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Company

Array Behavioral Care · 8 hours ago

Director, Call Center Operations

Illinois, United States

Full-time

Remote

Director/Executive

$136K/yr - $146K/yr

7+ years exp

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Responsibilities

Lead the integration of Access Center and Care Navigation teams into a unified call center operation.

Develop and implement strategies to streamline processes and improve service delivery.

Supervise and mentor call center managers and staff, fostering a culture of excellence, accountability, and continuous improvement.

Analyze current processes, identify areas for improvement, and implement best practices to enhance operations efficiency.

Utilize data driven approaches to optimize call handling and service quality.

Oversee the transition to new systems and technologies. Manage the change process to ensure minimal disruption and successful adaptation by the team.

Establish and monitor performance metrics by creating scorecard and key performance indicators (KPIs) to assess team performance and identity opportunities for enhancement.

Ensure high standards of patient service and satisfaction. Address escalates issues and implement feedback mechanisms to continually improve the patient experience.

Work closely with other departments, including IT and clinical teams, to ensure seamless integration and communication across the organization.

Design and implement training programs for center staff to improve skills, knowledge, and performance.

Implement strategies to prevent and minimize the impact of common issues, reengineering processes where appropriate.

Provide regular reports to leadership, offering strategic recommendations based on data analysis.

Identify gaps and inefficiencies within internal systems that have adverse effect on services, and act as a consultant/liaison to deliver solutions for external facing parties.

Other duties as assigned

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Call Center ManagementData AnalysisCall Center TechnologiesHealthcare ExperienceProcess ImprovementTraining Program DevelopmentPerformance Metrics

Required

Bachelor’s degree

7+ years’ experience in call center management, with at least 3 years in leadership roles

Experience managing large-scale call center operations and leading teams through transformations

Strong understanding of call center technologies and best practices

Excellent leadership, communication, and interpersonal skills

Ability to analyze data, develop insights, and make strategic decisions

Preferred

Master’s degree

Experience in high growth company

Experience in healthcare or medical practice settings is highly desired

Benefits

Medical, dental, and vision insurance

Employer paid life & long-term disability insurance

Additional voluntary benefits include short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance

Flexible spending accounts (FSA) and health savings account (HSA) contributions

20 days of accrued PTO annually

8 paid holidays

3 floating holidays

401k