Director of Call Center Operations

This is a fantastic opportunity to be a prime mover in a rapidly growing, patient-focused business. We are actively recruiting a talented Director of Call Center Operations to join our team of energetic, compassionate professionals that will serve as a subject matter expert for the IntellaTriage enterprise. This person will have oversight over the day-to-day operations of IntellaTriage’s call center to ensure efficient and effective management of service levels and other operational KPIs. They will also lead support functions which include call center scheduling, maintaining support resources for nursing staff, and licensing management. At a strategic level, the Director of Operations will find opportunities to improve scheduling and scalability, further develop client facing KPIs, and provide strategic insight to COO on opportunities to enhance and optimize operations on the phones. This role will also be responsible for the mentorship, training, and development of their team of Supervisors and Operation Analysts.

IntellaTriage’s mission is to improve the lives of nurses and patients.  Bottom line – we want to ensure our providers’ patients can receive the care they need any time, any place; and their nurses are able to be at ease knowing their patients are in good hands.  Our nurse triage services are in high demand, exceeding our growth goals every year for the past three years, and we are looking for a team member to help us take our company to the next level.

Since 2019, IntellaTriage has transformed from a quality small business to the leading provider of after-hours nurse triage in the hospice and home health markets.  Our nursing team has grown from 45 to 220+ – making us the largest post-acute nurse triage service in the world.  We have aggressive growth plans over the next five years and our ability to provide best-in-class service to our customers will play an integral role in achieving our vision.

What you'll do:

·        Directs Remote Call Center staff as well as overall responsibility for the performance of the department.

·        Manage a team of supervisors to ensure appropriate workforce management, queue setting, and on-shift intervention as necessary.

·        Closely monitor call statistics and productivity metrics to ensure appropriate customer coverage.

·        Provide strategic guidance and recommendations to executive leadership on call center opportunities to include new metrics, new processes, and new systems or platforms.

·        Coordinate with Operations Team to analyze on an ongoing basis; volume forecasting, workload capacity, staffing preparation, scheduling, and call center performance reports including collecting and summarizing data and trends.

·        Produce both analysis and insight on ways to optimize the current schedule and staffing model.

·        Responsible for all aspects of the phone system including but not limited to ensure adequate functionality, appropriate staff permissions, and appropriate skill / queue assignments for each member of the team.

·        Ensure all support resources and licensures are up to date and accurately maintained.

·        Analyze department and employee workflow to ensure a high level of quality and productivity for each employee.

·        Accountable for analyzing employee performance and recommending solutions for improvement.

·        Performs all written performance evaluations for Call Center Supervisors and Operations Assistants.

·        Maintains written department procedures and ensures staff are complying.

·        Partner with clinical leadership with disciplinary process, if necessary.

·        Assist the COO with any special projects, duties as required.

·        Be prepared to serve as the Administrator on Call on a rotational basis.

Requirements

Qualifications:

·        Education or experience equivalent to a bachelor's degree in business administration or related field, in addition to 5 plus years' experience in a call center environment.

·        In addition, at least 2 years of supervisory experience is required. Experience managing remote employees preferred.

·        Experience in managing contact center teams in high-paced operations environment.

·        A proven performance record in the customer support environment, and in the development and management of teams.

·        Knowledge of contact center management tools, processes, procedures, and performance metrics, and can innovate and improve as needed.

·        Excellent leadership in motivating others and building teams that demonstrate strong service orientation and that produce high member satisfaction.

·        An ability to balance a variety of tasks and priorities.

·        Highly organized with strong attention to detail

·        Interest in building a world class organization with a high level of accountability.

·        Experience with RingCentral preferred.

·        Experience in healthcare preferred.

Your Traits & Characteristics:

·        You are relentless in your pursuit of success.

·        You get things done. You identify areas of opportunity and make strides to address them autonomously.

·        You treat patients like family. You are dedicated to excellent work to ensure the success of our nurses in treating patients with the respect and empathy they deserve.

·        You own your attitude. You have a positive mindset and overcome adversity with confidence.

·        You show up to work. You keep your word and commitment while taking ownership of your role.

·        You do what is right every time and without question.

Benefits

Salary will be dependent on experience. Full-time employees will be eligible for our benefits package that includes medical, dental, vision, and/or supplemental insurances. All employees accrue PTO (bi-weekly) and will be eligible to participate in 401K.