Director of Call Center Operations

June 26

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Foodsmart

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Eating Well Made Simple

iPhone and Web Applications • Telemedicine • Marketplace • Food • Wellness

51 - 200

Description

• The Growth Development Team plays a crucial role in the success of our members and Foodsmart as a whole by actively assisting current and potential members • The Director of Call Center Operations is accountable for Foodsmart’s growth and member happiness • Role centers around building out the necessary teams, systems and processes to enable continued growth while working cross functionally with all departments on new launches and client retention

Requirements

• 5-7 years of progressive leadership experience in a call center environment, preferably in the healthcare and/or start up environment • Proven ability to automate functions • Experience managing or running support • Deep understanding of TCPA laws and regulations and how they apply to a call center • Proven track record of meeting and exceeding required SLAs • Experience creating and maintaining, knowledge bases, IVRs and Chatbots with a focus on self-service • Experience using and managing a dialer to execute progressive and predictive dialing campaigns • Demonstrated success in scaling teams and building structure to support the growth • Strong communication skills and the desire and ability to lead teams and coach direct reports

Benefits

• 11 paid holidays • Generous Accrued Time Off • Generous paid sick time • Annual day of service