Director, Team Care Call Center Job in Baltimore, Maryland US
Director, Team Care Call Center
Job Description:
POSITION SUMMARY
The Director of Team Care is responsible for managing and oversight of all aspects of the Hawkeye Team Cares outbound and inbound activities.
GENERAL RESPONSIBILITIES
Oversees all outbound/inbound call activity for Hawkeye.
Plans and manages staffing to consistently meet performance goals.
Develops, implements and delivers reporting metrics to measure and monitor performance of individuals and Team Care.
Communicates role, responsibilities, priorities and performance expectations to all team members.
Recruits and retains high-quality staff to keep up with business growth.
Anticipates the impact of the changing business environment on assigned work areas.
Works closely with management to develop and implement comprehensive strategies in core business and job competencies related to member scheduling and other Hawkeye call functions.
Coordinates with Information Technology (IT) Department regarding telephony and IT operations reliability and functionality.
REQUIRED EDUCATION AND EXPERIENCE
Bachelors degree or minimum 5 years experience required, advanced degree desired.
Proven management experience of large call center environment, including outbound and inbound call center campaigns.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
Experience with Medicare Advantage highly desirable.
Strong leadership, development skills and ability to motivate and manage staff.
Must possess excellent analytical, critical thinking and problem solving ability.
Strong communication and organizational skills.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
