Director of Outreach Operations (Call Center)

Company Overview

At Wider Circle, we connect neighbors for better health. Wider Circle's groundbreaking Connect for Life® program brings neighbors together in-person and online for health, wellness, and social activities that improve mental and physical health. We create webs of community circles by employing local and culturally competent engagement specialists whose hand-on-hand approach to forming trusted circles is informed by a sophisticated analytics platform. We are on a mission to make the world a better place for older adults and disadvantaged communities.

Position Overview

The Director of Outreach Operations will be responsible for the oversight and supervision of Wider Circle’s Outreach Center.  The Director will be responsible for overseeing all aspects of the Outreach Center management, including team leadership, performance optimization, process improvement, and ensuring a high level of member satisfaction.  

Responsibilities

• Develop and implement strategic plans to achieve call center objectives and targets.

• Lead and motivate a team of customer service representatives to deliver exceptional service and meet performance goals.
• Monitor call center performance metrics and KPIs to identify areas for improvement and implement corrective actions as needed.
• Develop and implement training programs to enhance the skills and knowledge of call center staff.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Implement and maintain call center technology and systems to support efficient operations and enhance the customer experience.
• Analyze call center data and trends to identify opportunities for process optimization and service enhancement.
• Collaborate with other departments, such as IT, sales, and marketing, to ensure alignment and support of organizational goals.
• Prepare regular reports and presentations for senior management on call center performance and initiatives.
• Foster a positive and inclusive work culture that promotes teamwork, accountability, and continuous improvement.

Requirements

• Bachelor's degree in business administration, management, or a related field; Master's degree preferred.
• Proven experience (10 or more years) in call center management or a similar leadership role.
• Strong understanding of call center operations, including technology, processes, and best practices.
• Excellent leadership and communication skills, with the ability to inspire and motivate teams.
• Demonstrated ability to drive performance improvement and achieve targets in a fast-paced environment.
• Experience in developing and implementing strategic plans and initiatives.
• Proficiency in call center software and systems, such as CRM systems, workforce management tools, and reporting platforms.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Knowledge of relevant regulatory requirements and compliance standards.
• Strong interpersonal skills and the ability to collaborate effectively with cross-functional teams.
• Certifications in call center management or related fields (e.g., CCMP, COPC) are a plus.

Benefits

As a venture-backed company, Wider Circle offers competitive compensation including:

• Performance-based incentive bonuses
• Opportunity to grow with the company
• Comprehensive health coverage including, medical, dental, and vision
• 401(k) Plan
• Paid Time Off
• Employee Assistance Program
• Health Care FSA
• Dependent Care FSA
• Health Savings Account
• Voluntary Disability Benefits
• Basic Life and AD&D Insurance
• Adoption Assistance Program
• Training and Development
• $90,000-$110,000 annually

And most importantly, an opportunity to make the world a better place!

Wider Circle is proud to be an equal-opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity & Inclusion supports our ability to build diverse teams and develop inclusive work environments. We believe in empowering people and valuing their differences. We are committed to equal employment opportunity without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law.