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Director of Call Center Operations

Atlanta, GA

Post Date: 08/16/18 Job ID: 346 Job Category: Other Area(s)

BlueWave is hiring a Director of Call Center Operations for a growing healthcare team in the Greater Atlanta area. This person will be a member of the leadership team responsible for the transformation of our customer care team. He/she will refine existing service level agreements while leveraging new technology, processes, and call center staff to exceed performance goals.


  • Provide strategic direction and operational leadership for the call center leading to explosive new patient growth, while maintaining a superior level of service and satisfaction
  • Overhaul existing contact center technology, policies, and team structure to prepare department for significant growth
  • Establish and implement service level agreements, analyze operational trends, and take corrective action to achieve high levels of performance and customer service
  • Develop primary and secondary KPIs while collaborating with other key stakeholders to achieve full transparency into impact on corporate revenue
  • Collaborate with clinical, scheduling, and billing leaders to refine existing scheduling processes, ensuring a superior patient experience while maximizing ROI
  • Develop sufficient training and onboarding requirements for new team members
  • Manage departmental budget, identify opportunities to improve efficiency, and perform cost/benefit analysis on incremental investments
  • Foster an all-inclusive culture that promotes teamwork, recognizes performance, and appreciates effort
  • Forecast departmental staffing needs and build a strong, sustainable team via the hiring of new talent, and the development and retention of existing staff


  • Minimum of 5 years’ management experience in a contact center or similar
  • Proven track record implementing new process, technology, or related systems leading to a significant increase in performance or business impact
  • Superior knowledge of contact center operations, process, and technology
  • Ability to motivate and manage teams of 20+ to exceed expectations
  • Proven track record of meeting and exceeding performance goals
  • Superior communication skills with the ability to build mutual trust and respect
  • Proven track record training, coaching, mentoring, and retaining staff
  • Excellent conflict resolution skills related to both customers and employees
  • Entrepreneurial and driven personality
  • Excellent judgement, reasoning, and problem-solving skills
  • Bachelor’ s degree from an accredited university

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