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AVP Call Center Operations
Job Summary
A company is looking for an AVP, Call Center Operations (Inbound & Outbound).
Key Responsibilities
- Oversee and manage multiple Member and Provider Contact Centers to ensure high-quality service delivery
- Directly manage Directors and Regional Directors to resolve member and provider inquiries and enhance service experiences
- Implement strategies and programs to meet departmental KPIs and improve overall customer service quality
Required Qualifications
- Graduate Degree or equivalent combination of education and experience
- 15+ years of experience in Contact Center Management
- Proven leadership success in medium-large contact centers managing multiple people managers
- Experience working within a matrixed environment with dotted line responsibilities
- Strong collaboration skills
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COMPLETE JOB DESCRIPTION
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Company Overview
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