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Call Center Director

Shield HealthCare Valencia, CA

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

CAREERS THAT MAKE A DIFFERENCE!

Join our outstanding Contact Center in Valencia, CA! We are currently looking for a Contact Center Director who will be responsible for the overall customer service, sales and operations of the Valencia Call Center.

 

A DAY IN THE LIFE:

As Contact Center Director, you are a pivotal member of the senior leadership team that will direct the overall strategy and operations of the Contact Center. You are accountable for all aspects of attracting, retaining and coaching talent, while maintaining daily operational supervision and employee development. The Contact Center Director will have accountability for the strategic leadership of Shield HealthCare’s workforce planning capabilities.

 

ACCOUNTABILITIES:

· Advance strategic workforce planning capabilities, methodologies, and tactics to enable scalability and efficiency

· Leverage data and financial analysis, workforce models and innovation to inform, advise, problem solve and influence decisions and outcomes that align the strategic priorities

· Proactively identify, analyze, remediate, or modify operational process changes, excess capacity, defects in workforce models and forecasts to deliver best in class workforce plans in collaboration with key stakeholders

· Plan and prioritize activities to ensure on-time, on budget, completion of projects and initiatives while meeting performance metric expectations

· Accountable for developing and meeting company goals while supplying expertise and guidance on operations, projects, and systems

· Lead and cultivate a positive team environment and provide ongoing guidance and career development opportunities to direct reports

· Develop and motivate staff driving to high levels of engagement and satisfaction

· Execute floor operations to ensure budget, KPIs and cost per contacts are met. Budget responsibilities include planning, gaining executive support, reporting, and initiating changes to meet or improve costs per contact

· Responsible for attainment of all performance measures including quality, service level and customer satisfaction

· Serve as a liaison to other departments to gather requirements and implement customer service initiatives. Establish and maintain cross-organizational relationships that align with company goals

 

 

QUALIFICATIONS:

REQUIRED

· Bachelor’s Degree

· Minimum 7 years of management experience, preferably in a call center environment

· Documented history of improving operational efficiency; strong measurable ability and experience using data to improve operational performance

· Experience ensuring optimal performance of operations through the use of technology, including workforce management, KPIs, etc.

· Excellent organizational, communication and leadership skills

· Proficient in Microsoft Word and Excel

 

PREFERRED

· Master’s in Business Administration

· Ability to work closely with others in a team environment

· Strong financial and/or business analytics skills

· Self-starter – one who is assertive, possesses a high degree of self-confidence and intellectual curiosity, and demonstrates strong executive presence

· Proven ability to manage multiple tasks concurrently under aggressive timelines in a dynamic environment

 

 

BENEFITS:

· Medical, Dental and Vision (Eligible first day of employment)

· Flexible Spending Account

· Life & Disability Insurance

· 401(k) with Company Match

· Vacation, Personal and Sick Days

· Paid Holidays

· Education Assistance

· Employee Discounts

 

COMPANY OVERVIEW:

Why Shield HealthCare?

Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating.

 

Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.

 

To apply for the position, please visit our website at: https://www.shieldhealthcare.com/company/careers/

Company Description
Shield Healthcare has been a leader in medical supplies since 1957 and is a service organization dedicated to fulfilling the medical supply needs of consumers and the caregiving community with a focus on customer satisfaction. We have an overall satisfaction rating of 99% and take pride in maintaining that score. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Texas and Washington.

Career-minded individuals will find our business challenging and our reputation for excellence, just one of the benefits we have to offer. To further enhance the tradition of excellence, our employees participate in continuous training and development programs. We are proud to offer competitive salaries and a comprehensive benefit package including Health coverage (Medical, Dental and Vision), 401k, Disability Insurance, Life Insurance, Educational Assistance, Flexible Spending Account and Paid Time Off.

Shield HealthCare

Why Work Here?
Career-minded individuals will find our business challenging and our reputation for excellence, just one of the rewards we have to offer.

Shield Healthcare has been a leader in medical supplies since 1957 and is a service organization dedicated to fulfilling the medical supply needs of consumers and the caregiving community with a focus on customer satisfaction. We have an overall satisfaction rating of 99% and take pride in maintaining that score. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Texas and Washington. Career-minded individuals will find our business challenging and our reputation for excellence, just one of the benefits we have to offer. To further enhance the tradition of excellence, our employees participate in continuous training and development programs. We are proud to offer competitive salaries and a comprehensive benefit package including Health coverage (Medical, Dental and Vision), 401k, Disability Insurance, Life Insurance, Educational Assistance, Flexible Spending Account and Paid Time Off.

Shield HealthCare's Logo

Address

Valencia, CA
91355 USA

Website

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