Director, Call Center Operations

The Director of Call Center Operations at ComplexCare Solutions is responsible for strategic leadership and day-to-day management of the contact center. This includes defining policies, ensuring compliance with service delivery standards, driving growth initiatives, overseeing performance metrics, and leading strong people leaders to enhance service quality and operational success.

To apply for the Director of Call Center Operations at ComplexCare Solutions, candidates should possess a BA/BS degree or equivalent experience, a minimum of seven years in call center operations—preferably in healthcare—and previous management experience overseeing significant teams. Strong communication and analytical skills, along with a solid understanding of HIPAA requirements, are essential.

Success as Director of Call Center Operations at ComplexCare Solutions requires strong leadership qualities, excellent communication skills for engagement with clients and executives, and a detailed understanding of performance metrics. Additionally, a data-oriented mindset and proficiency in call center technologies will be crucial for driving improvements and achieving business goals.

The Director of Call Center Operations at ComplexCare Solutions will primarily work in a remote environment, which allows for flexibility while managing a dedicated team. The role involves sedentary work and occasional travel for training purposes, ensuring that you remain connected with the team and key stakeholders.

At ComplexCare Solutions, the Director of Call Center Operations has considerable opportunities for career growth. By leading initiatives that enhance service delivery and operational efficiencies, you can position yourself for advancement within the organization. There are also opportunities to engage in cross-departmental projects, enhancing visibility and career potential.

In your response, highlight specific examples of how you managed over 200 indirect reports successfully, focusing on leadership strategies you implemented to motivate and develop your team.

Talk about your understanding of industry regulations and compliance standards, specifically HIPAA, and describe processes you have established to maintain these standards across operations.

Provide a concrete example of an initiative that you spearheaded, explaining the challenge, your strategic approach, the execution, and the results achieved.

Discuss specific call center metrics you regularly monitor, such as customer satisfaction scores, average handling time, and resolution rates, and explain how these relate to overall business objectives.

Emphasize your methods for mentoring and coaching potential leaders, providing examples of how you've successfully developed leaders who have achieved quantifiable results.

Express your commitment to customer satisfaction by highlighting the importance of active listening, resolution strategies, and using feedback to improve call center operations.

Discuss your familiarity with call center tools and technologies, explaining how you leverage them to enhance productivity, streamline processes, and improve service delivery.

Share your understanding of the importance of diversity in the workplace and provide examples of initiatives you've led to promote inclusion among team members.

Outline your approach to setting realistic goals, training staff accordingly, and employing data analytics to identify areas for performance enhancement.

Talk about your commitment to continuous learning, mentioning industry conferences, publications, and networking as ways you stay informed about emerging trends and best practices.