Director of Call Center Operations

Reports To : President

Job Purpose

This position is to oversee and implement call center policies and processes for improvement of daily functions. Oversight of employees to achieve company and department sales goals. Provide intelligence analysis and reporting and goals to leadership team.

Duties and Responsibilities

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Objective to manage call center employees to meet company sales goals

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Ability to manage various shifts of employees to meet designated sales goals with various projects in the Selling Season

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Must be able to have corrective action in place to meet performance requirements.

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Compliance-Train teams to sell with integrity and in a compliant manner to ensure the team works within CMS regulations

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Reporting-Ability to track daily sales, call center volumes and ability to forecast sales budgets

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Increase Department Profitability through marketing strategizing.

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Ability to coach, mentor and correct call center staff

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Create Manager reports for leadership with sales production

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Record the call numbers/statistics and data flow for predicting future business demands

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Distribute leads acquired and ensure they are worked to maximum capacity

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Ensure daily reporting is turned into President at end of each day

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Other duties as assigned

Qualifications

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BA in Business Management/Information Management (recommended)

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Proficient computer skills and general understanding of technology

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Proficient in software programs of CRM, Voip phone, online applications and intelligence reporting.

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Ability to create and implement policies and procedures to ensure smooth operation to meet company goals on objectives.

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Personable with staff to ensure a positive and productive environment

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2 years of prior Call Center Management experience required

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Previous Sales experience preferred

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Must be licensed with Health/ Life Insurance license within 30 days of employment

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Excellent relationship building/interpersonal skills/management experience

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Solid time management skills

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Ability to work flexible hours as required to meet business needs

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Proficient is use of Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.)

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Minimum two-year Background in Healthcare or Health Insurance industry

Working Conditions

Communicate, work, and manage in a highly productive and fast paced environment.

Physical Requirements

Walking around and receiving reports from Supervisors/Leads and providing guidance as necessary.

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