Archimedes is seeking a Director, Call Center Operations, and responsible for providing strategic leadership and operational management for the call center department. This role requires a seasoned professional with extensive experience in call center operations, people management, and a proven track record of driving performance excellence. The Call Center Director will play a critical role in achieving business objectives by optimizing processes, enhancing customer satisfaction, and ensuring the effective utilization of resources. This is an in-office position in our Earth City offices.

RESPONSIBILITIES

Strategic Leadership:

• Develop and implement a comprehensive strategy for the call center in alignment with the company's overall objectives.
• Provide vision and leadership in the development of short and long-term goals for the call center.

Operational Excellence:

• Oversee day-to-day operations of the call center, ensuring high-quality service delivery and adherence to performance metrics.
• Implement best practices and process improvements to optimize efficiency and effectiveness.
• Establish relationships with external vendors and negotiate favorable contracts

Performance Metrics:

• Establish, monitor, and achieve key performance indicators (KPIs) related to call center performance, including service level, first call resolution, and customer satisfaction.
• Analyze data to make informed decisions and drive continuous improvement.

Customer Experience:

• Foster a customer-centric culture, ensuring that the call center provides an exceptional customer experience.
• Implement strategies to enhance customer satisfaction and loyalty.

Team Leadership:

• Provide leadership and mentorship to a multi-site team of call center managers and supervisors.
• Foster a positive and collaborative work environment, emphasizing employee engagement and development.

Technology and Innovation:

• Stay abreast of emerging technologies and trends in call center operations.
• Evaluate, implement, and optimize call center technologies to enhance productivity and customer experience.

Financial Management:

• Develop and manage the call center budget, ensuring efficient use of resources.
• Identify cost-saving opportunities without compromising service quality.

Cross-Functional Collaboration:

• Collaborate with other departments, including IT, account management, and product management to ensure seamless communication and alignment of goals.
• Work closely with stakeholders to understand business needs and integrate call center strategies accordingly.

Regulatory Compliance:

• Ensure compliance with industry regulations and standards.
• Implement and enforce policies and procedures to meet regulatory requirements.

QUALIFICATIONS

• Bachelor’s degree in business administration, management, or a related field. Master's degree is a plus.
• Experience in healthcare is required.
• Proven experience (8 years) in call center operations, with at least 3 years in a senior leadership role.
• Strong understanding of call center technologies and best practices.
• Excellent communication, interpersonal, and leadership skills.
• Analytical mindset with the ability to make data-driven decisions.
• Demonstrated success in driving performance improvements and achieving KPI targets.
• Prefer experience with PureCloud Customer Service Platform

Note: This job description is a general guideline and may be subject to change based on the specific needs of the organization.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Education:

• Bachelor's (Required)

Experience:

• Call center management: 3 years (Required)
• healthcare benefits industry: 2 years (Required)

Ability to Relocate:

• St. Louis, MO: Relocate with an employer provided relocation package (Required)

Work Location: In person