Job details

Managing Director, Call Center Operations

Your Future Evolves Here

New Century Health (NCH) has been transforming the delivery of specialty care and driving radical cost and quality improvement across the member journey for patients with cancer and cardiovascular disease. As part of Evolent Health, we are on a bold mission to change the health of the nation by changing the way health care is delivered. Evolenteers make a difference wherever they are, whether it is at a medical center, in the office, or while working from home across 48 states. We empower you to work from where you work best, which makes juggling careers, families, and social lives so much easier. Through our recognition programs, we also highlight employees who live our values, give back to our communities each year, and are champions for bringing their whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.

Why We’re Worth the Application:

We continue to grow year over year.
Recognized as a leader in driving important
diversity, equity, and inclusion (DE&I) efforts
.
Achieved a 100% score two years in a row on the
Human Rights Campaign's Corporate Equality Index
recognizing us as a best place to work for LGBTQ+ equality.
Named to Parity.org’s list of the best companies for women to advance for
3 years in a row
(2020, 2021 and 2022).
Continue to prioritize the employee experience and achieved a 90% overall engagement score on our employee survey in May 2022.
Publish an annual
DE&I report
to share our progress on how we’re building an equitable workplace.

What You’ll Be Doing:

Managing Director, Call Center Operations

Who You’ll Be Working With:

Evolent is looking for a dynamic and strategic Managing Director, Customer Service, to be a key leader on our Customer Service Organization (CSO) team. This person will play a critical role in executing Evolent mission by providing management, direction and oversight of a high-performing team operating a global Call Center for our partners. The Managing Director will report directly to the GM and Head of CSO and work collaboratively in a matrixed organization with key internal and external business partners to enable achievement of service level goals and standards, continually enhance the service strategy in alignment with the changing needs of our business and our customers, implementing upgrades, enhancements and/or process improvements as needed.

What You’ll Be Doing:

This position will successfully manage a large team of CSO staff driving improvements in customer satisfaction, employee development and retention, ensuring performance and service metrics are consistently met, set the tone for culture, performance and reputation, interact with management to establish best operational practices and execute the vision for our call centers while promoting the CSO strategy. In this role they will operate, service, monitor and serve as CSO liaison to other organizational and market directors to resolve barriers and influence results for ensuring successful operation of the CSO.

The Managing Director provides direct supervision of a CSO leadership team, overseeing Customer Service operations; accountable for call center service, performance and quality, including assurance activities, across the call centers.
With the GM of CSO and other management, develop, implement and deploy a Customer Service and Experience strategy that is aligned with organizational goals and focused on our customer/client and member experience.
Direct the call centers in the attainment of key performance indicators and metrics such as abandon rates, avg. speed of answer, service level, talk utilization, avg. work time, etc.
Track and evaluate call center performance versus service goals/metrics; issue regular reports to the GM, Customer-Service, and senior leadership team of performance versus goals and recommended actions, including designing incentive and recognition programs and activities in partnership with talent management.
Identify opportunities and provide strategic planning for the call centers to drive administrative efficiencies emphasizing cost-containment, quality, compliance and accuracy; create buy-in among the staff and implement process and system improvements and standards.
Serve as business partner to assist with implementations of technology infrastructure, including the hardware, software, and telephony required; work to utilize the latest technologies (Chat, Web, Email, Digital, WFM, IVR and CRM) to advocate high value customer interactions to build customer/member engagement.

Preferred Experience We Look For

10 years of experience with progressive leadership responsibility, including 5 years of

experience leading a national or global contact center operation

Proven leader with experience in creating an effective team environment, building strong relationships, and leading and influencing high-performing teams. Preference for experience leading teams of at least 300+ FTE in multiple geographies.

Successful track record of delivering high quality customer experience through a call

center environment; ability to evaluate the customer experience and identify areas that

can be enhanced through technology, process and workflow changes.

Proven track record of solving complex, operational problems; ability to make

recommendations for improvements to processes and the operational infrastructure of

systems, as well as background in identifying work that can be offshored and seeing that through all steps to launch successfully and continue as a global model preferred.

Deep knowledge and experience procuring and implementing core contact center

technologies (contact center infrastructure, cloud-based telephony solutions, workforce

management, and quality management) as well as typical contact center performance

metrics and improvement initiatives

Experience using data and technology to consistently optimize a workforce and hold the team accountable while scaling a contact center team

Familiarity with scaling business model and previous success scaling for growth;

experience operating at large scale with ability to increase efficiencies

Prior P&L accountability is preferred

Technical Requirements:

We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Compensation Range: The minimum salary for this position is $-, plus benefits. Salaries are determined by the skill set required for the position and commensurate with experience and may vary above and below the stated amounts.