Director, Operations

Position Overview

Zelis is seeking a dynamic and experienced Director of Operations to lead our Price Optimization Call Center, Intake Services, and Data Services Operational teams. The ideal candidate will be a strategic thinker with a passion for driving excellence in customer experience. The Director will oversee all aspects of the outlined operational teams, including Staffing & Training, Globalization efforts, Optimization, AI utilization and process documentation / improvements. They will be responsible for developing and implementing strategies to enhance customer satisfaction, improve efficiency & quality assurance, performance management and achieving business objectives. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. Additionally, the Director will play a crucial role in transforming the existing teams into a Global team.

Responsibilities:

Strategic Planning: Develop and implement strategic plans to optimize operations and achieve organizational goals. This includes setting performance objectives, forecasting volume, develop capacity modeling, globalization opportunity and identifying areas for improvement. Drive initiatives to enhance customer satisfaction and retention.

Team Management and Training: Provide leadership, guidance, and mentorship to managers and supervisors. Foster a positive and inclusive work culture that promotes teamwork, accountability, and professional development. Oversee training programs to enhance employee skills and knowledge.

Performance Management: Oversee day-to-day activities, ensuring adherence to quality standards,  KPIs, service level agreements (SLAs), and regulatory requirements. Monitor volume, staffing levels, and resource allocation to optimize operational efficiency and meet service targets. Implement process improvements and technology solutions to streamline workflows and enhance productivity.

Quality Assurance: Implement quality assurance processes to ensure consistent and high-quality service delivery. Monitor calls, review customer interactions, work with internal delivery teams to ensure high standard of service and provide feedback to teams / leaders to maintain service excellence.

Technology Management: Oversee the implementation and maintenance of technology solutions, including telephony systems, CRM software, Conversational AI, Robotization and workforce management tools. Identify opportunities to leverage technology to improve efficiency and customer experience.

Customer Experience Enhancement: Develop strategies to enhance customer experience. Implement initiatives to improve first call resolution, reduce wait times, and enhance overall satisfaction.

Budget Management: Manage the Operations budget, including forecasting expenses, monitoring costs, and optimizing resource allocation to achieve cost efficiency.

Cross-Functional Collaboration: Collaborate with other departments, such as product, operations, Sales/Account Management, and IT, to ensure alignment of objectives with overall business strategy. Identify opportunities for process improvement and efficiency gains through cross-functional collaboration.

Experience, Qualifications, Knowledge, and Skills:

• Bachelor's degree in business administration, management, or a related field.

• 15 years of experience in a call center environment with proven experience in call center and operational team management with a minimum of 5 years in a leadership role.

• Experience with Global management / global teams.

• Strong leadership and people management skills, with the ability to mentor, develop, motivate, and inspire team members.

• Excellent communication and interpersonal skills, with the ability to interact effectively with employees at all levels of the organization.

• Demonstrated ability to develop and implement strategic plans and achieve measurable results.

• In-depth knowledge of call center operations, including workforce management, performance metrics, and quality assurance processes.

• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

• Customer-focused mindset with a passion for delivering exceptional service experiences.

• Working knowledge of health care insurance or medical concepts is a plus.

• Computer Skills: Microsoft Outlook and Word with advanced Excel skills.