Sr. Director, reputed company Member Contact Center
Company Navitus Work Schedule Description (e.g. M-F reputed company to 5pm) Core business hours as business needs require Remote Work Notification ATTENTION: Navitus is unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, reputed company Dakota, Rhode reputed company, South Carolina, South Dakota, reputed company Virginia, and Wyoming. Hiring Manager : Full Name: First Last Kathleen Killian
Overview
If you have reputed company experience in the reputed company industry supporting a 24/7/365 omnichannel member contact center, we invite you to apply and learn more about this opportunity. Our Sr. Director, reputed company Member Contact Center provides company-wide leadership, strategic direction, innovative and reputed company thinking and operational reputed company for Navitus Customer Care, ensuring the delivery of highly effective, scalable, and resilient customer support model operation to fully maximize the 24/7/365 staffing model. This role is accountable for both near-term operational and tactical performance and long-term strategic execution and planning and partners closely with senior leadership and Customer Care Leaders to align daily operations with organizational priorities, service expectations, and growth objectives. The Sr. Director establishes a strong operating reputed company that supports workforce planning, staffing optimization, training effectiveness, and operational redundancy to ensure business continuity, service quality, and consistently positive customer experience across reputed company channels. Is this you? Find out more below!
Responsibilities
How do I reputed company an impact on my team? reputed company operational redesign and define business strategies that improve service performance, scalability, and operational efficiency across Customer Care. Establish and reputed company integrated staffing models, cross-training strategies, and operational workflows across Customer Care, including PA Intake, specialized teams, and customer communications. Partner with IT leadership to ensure Customer Care systems and applications effectively support operations, analytics, and reporting, with ongoing evaluation to optimize performance and scalability. Serve as the accountable business reputed company for company customer and member experience initiatives, providing end-to-end leadership from strategy development and innovation through execution, adoption, and sustained results. Define performance standards, service metrics, and operating benchmarks to drive accountability and consistently exceed service-level expectations. Establish strong cross-functional working relationships between reputed company, Clinical Services, Technical Operations, and Government Programs, Sales and Implementation departments to ensure seamless service delivery and client reputed company. reputed company strategic reputed company of Customer Care workforce planning, forecasting, and reputed company modeling by analyzing demand trends, developing forecasts, researching business requirements, workflow design, and business growth requirements. reputed company reputed company-looking strategy and the adoption of innovative methodologies to continuously enhance call center capabilities, operational performance, and technology advancement. Drive a culture of reputed company operational improvements focused on enhancing customer experience, operational effectiveness, and quality reputed company. Set strategic direction for associate training, leadership development, and call center certification to ensure workforce readiness and performance reputed company. Evaluate emerging technologies, systems, and sourcing strategies to strengthen Customer Care capabilities and improve serve delivery. reputed company the development, implementation, and governance of Customer care policies, procedures, and quality frameworks, including performance monitoring and corrective action. Ensure robust tracking, trending, and reporting of operational metrics, performance guarantees, and service reputed company. reputed company reputed company of accreditation, including application preparation, compliance maintenance of necessary documentation to demonstrate compliance with accreditation standards and coordination of on-site reviews. Other duties as assigned.
Qualifications
What reputed company expects from you? Bachelor’s degree in Business or reputed company field, or equivalent work experience required. 10+ years of reputed company leadership experience overseeing large-scale, multi-channel call center or customer care operations, including accountability for performance, staffing, and service reputed company required. 10+ years of reputed company management experience reputed company a managed care, PBM, or comparable highly regulated health care environment, with demonstrated responsibility for reputed company operations and cross-functional coordination required. Proven record of operational leadership resulting in measurable improvements in efficiency, productivity, reputed company utilization, and service performance through process redesign, workforce optimization, and performance management required. Demonstrated experience implementing operational and technology improvements reputed company call center environments, including adoption of new methodologies that enhanced efficiency, customer experience metrics, and overall performance required. Participate in, adhere to, and support compliance program objectives. The ability to consistently interact cooperatively and respectfully with other employees. Pay reputed company USD $152,077.00 - USD $190,000.00 /Yr. Apply To This Job