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Director, Call Center

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Manassas, VA
$100,000 - $125,000
Job Type
Direct Hire
Apr 03, 2017
Job ID
So how many businesses do you know that are GROWING STRONG, almost recession proof, and compensates well for talent??!!!!!
Look no further. We seek an experienced Director of Communications for our Manassas, VA location.
Exceptional Base $100k plus bonus and Benefits!
It’s all about analyzing the right data and processes from a strategic and creative view which will drive improvement, appointment setting, overall performance (hold time, abandonment rate, length of call) all while driving revenue. This is a B to C or actually a C to B (incoming calls) call center where every call represents a revenue opportunity.  This is a newly created position and will be responsible to a staff of 50. This positions will report directly to the COO of the company.
  • Designs and delivers results for key performance indicators to meet and exceed department goals and expectations, including, but not limited to, abandonment rate, email resolution time and post-call patient satisfaction
  • Serves as a key business partner for implementation of key information technology enhancements related to the Communications Center systems, including service negotiation.
  • Develops strategies regarding future needs and enhancements that align with company goals
  • Manages the quality of customer interactions between the Communications Center team members and the internal and external customers
  • Engages and builds loyalty through promoting relationship building in communications
  • Reports on business metrics to key business partners, measuring results and monitoring service quality, and providing timely and actionable feedback to the field
  • Drives root-level resolution to recurring and highly impactful service issues and concerns that place long-term good service at risk
  • Proactively work towards reducing in-coming communications to the most critical patient issues and lead planning efforts to scale the Communications Center to handle a changing volume of incoming phone calls and emails and other points of communication
  • Lead collaboration efforts with other departments and external vendors to identify and resolve system or process issues before those issues impact service
  • Resolves escalated inquiries with a strong satisfaction and retention focus
  • Develops and implements effective work force planning and optimization of staffing resources
  • Establishes standard operating procedures, develops and implements approved process and/or operational improvements, and verifies adherence to policy
  • Manages Customer Service Representatives, including hiring, retention, performance management, and succession planning
  • Manages department budget for monthly reconciliation and annual planning
  • Excellent communication skills, both verbal and written. Must be able to communicate with the public efficiently and effectively
  • Experienced project and organizational skills
  • Excellent time management skills
  • Resourceful problem solver
  • Microsoft Office (PowerPoint, Excel,Word) and SharePoint skills required 

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