The Call Center Director hires and oversees the daily operations of the Arden Hills, MN Call Center, Scheduling, adjunct staff, and associated employees. Responsibilities include Call Center and new and existing patient scheduling strategies, metrics, call flow optimization, technology optimization, hiring and training Call Center Representatives, establishing goals for employees to follow, and resolving any customer issues or other Call Center / Scheduling problems that occur.

Location: Arden Hills, MN

Responsibilities:
Create a passionate culture of outstanding customer service and continuous improvement.Elicit feedback from internal multidisciplinary team customers on needs and opportunities with current Call Center, Scheduling, and associated flows.Conduct system-platform analysis. Assess areas of improvement in protocols, flows, processes, and technologies; implement solutions.Lead the Call Center and Scheduling activities to achieve quantitative and qualitative objectives. Provide recommended Service Level Agreements (SLAs) and Turn Around Times (TATs) where not existing and implement.Analyze Call Center and Scheduling data and prepare dashboards and reports for team, internal customers, and management. Identify areas not achieving SLAs and TATs, implement corrective actions and plans.Understand daily, weekly, monthly, and seasonal call volume and scheduling activity. Staffs optimally and ensures sufficient coverage.Perform weekly quality assurance evaluations, providing coaching and / or taking corrective action as needed in collaboration with Call Center leaders.Responsible for the hiring, training, onboarding, coaching, and leading in person and remote Call Center staff.Develop monthly, quarterly and annual Call Center goals and action plans.Answer questions, coach, and guide employees through difficult calls or issues.Evaluate staff effectiveness and performance annually or on an at-need basis.Lead team meetings and give presentations to management and executives.Manage Call Center vendor relationships in partnership with IT.Work in cross-functional team to create rollout plan for new products, services, or technology.Develop and conduct training for new products, services, or technology as needed.Works in conjunction with Human Resources to conduct annual performance reviews for staff.Attends key managers and director meetings.Maintain a very high ethical and professional program standard.Other duties as assigned.