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Call Center Director

Regional Healthcare Company Oakbrook Terrace, IL
  • Posted: over a month ago
  • Full-Time
  • Benefits: Medical, 401k

Call Center Director

We are a healthcare company located in Oakbrook Terrace searching for a Call Center Director. The successful candidate will be highly motivated, self-starting, and a problem-solver.

Overview

The Call Center Director is responsible for developing and managing staff and processes while ensuring the highest level of service and patient satisfaction. The Call Center Director will develop, measure and monitor performance to positively affect the Contact / Call Center environment and its success. The manager will have experience in and knowledge of industry trends and will understand the impact of these performance metrics on clinic operations and patient satisfaction and will work to ensure all patients receive a high-quality contact center experience and will report on corresponding data metrics daily. The Call Center Director will also oversee clinic schedules, audit scheduled appointment length and creates rules around scheduling. The Call Center Director will also oversee 3rd party vendors for after-hours contact and live chat as necessary.

Responsibilities:

  • Manages both inbound and outbound contact center efforts and personnel

  • Supervise the real-time operations for the team, including managing workload and balancing service levels across multiple channels

  • Ensure Key Performance Indicators are understood, measured and met or exceeded by the Contact / Call Center Team

  • Reinforces agent training and utilization of online support tools by monitoring performance and providing feedback via the Quality Assessment process and daily contact management reports

  • Uses appropriate coaching and feedback skills to maintain or improve individuals’ performance

  • Monitors employee performance standards and takes appropriate positive reinforcement or corrective action to meet standards

  • Conduct regular one-on-one and team meetings, quarterly reviews, and other checkpoints to provide coaching on both performance metrics and individual development opportunities

  • Review overall team and specialist-level data and dashboards to achieve goals and strengthen performance where needed

  • Understands and utilizes Contact / Call Center performance reports daily

  • Maintains and improves Contact / Call Center operations by monitoring system performance and identifying and resolving problems

  • Identifies and resolves patient issues as well as participate in routine communications with patients to ensure complete patient satisfaction. Assists with escalated patient/caller calls

  • Effectively motivates, coaches and inspires team members to increase job satisfaction, performance, productivity and provide support for employee engagement

  • Improve conversion rate of calls to appointments and appointments to attend consultations.

  • Decrease No Show/Cancelled/Rescheduled appointment rate

  • Increase the accuracy/completeness of patient information entered

  • Improve timely confirmation rate for all appointments

  • Improve performance for Patient Intake, through the Contact / Call Center

  • Reduce unscheduled consult and treatment slots (availability) in schedule by moving pending and new appointments as necessary

  • Perform recalls, confirmations, and associated contact tasks for leads and for existing or former patients

  • Build and update Scripts/Training modules as needed

  • Interview and select, schedule and manage all Team Members

  • Prepare performance evaluations, recommend Team Members for salary increases and promotions

  • Oversee external roll-over answering service

  • Oversees external live-chat vendor

Requirements:

  • Bachelor's Degree required (Business, Communications, Marketing, Finance or similar)

  • Minimum 3-5 years of DIRECT RESPONSE Call / Contact Center supervisory experience

  • Working knowledge of industry trends and metrics is required

  • Experience with data analysis, direct response call center, and funnel metrics

Pluses:

  • +++ Proficiency with Salesforce Customer Relationship Management [CRM] Software

  • +++ Proficiency with InContact Center Software

Regional Healthcare Company

Address

Oakbrook Terrace, IL
USA

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