Director of Contact Center Operations

US-UT-Salt Lake City
# of Openings
1
Category
Customer Success
Type
Regular Full-Time

Summary

PlanSource was created by successful entrepreneurs and technology leaders who formed the company with a singular goal:  to create cloud-based, user-focused solutions and to leverage the best in technology to help our customers – insurance carriers, brokers, and employers of all types – be more successful by revolutionizing the way that employee benefits, payroll, and HRIS solutions are bought, sold, and managed.

 

We realize that an important part of any successful company is hiring and keeping the best talent available, and our Corporate Values reflect that understanding and reinforce our mission and culture. Those values are:

  • Change is good
  • Empowerment leads to improvement
  • Exceptional Customer Experience
  • Fun is important 

If you're looking for a fast-growing, forward-looking company where you can make a difference, then PlanSource is the place for you.

 

As the Director over PlanSource Contact Center Team, you are responsible in driving key business projects within the growing Contact Center to help improve processes, partnerships and performance. Manage and coach a team of licensed and non-licensed representatives to deliver superior customer service to our consumers. You are responsible for appropriately allocating resources against the needs of the client, team, and business. You will define, oversee and execute against the department's quality initiatives, strategic objectives, and training plans to support continued process and performance improvements. You'll take lead with implementing innovative technology and processes. In addition, you will manage escalated and complex customer service issues.

 

Responsibilities / Duties:

  • Manages operations and activities within the contact center, including capacity planning, hiring, training, and improvement of key performance indicators, management of Contact Center software, performance monitoring/quality assurance, and employee development /mentoring
  • Maintains and improves productivity goals established for the Contact Center based products and services are met daily, monthly, quarterly, and annually
  • Ensures accurate and timely delivery of all Contact Center KPIs reporting metrics to measure and monitor performance
  • Responsible for the establishment of and compliance with best practices as well as continual implementation of process improvements
  • Provides leadership and clear day to day direction for supervisors and agents. Build a team environment through regular contact, communication, onsite meetings and conference contact meetings with management
  • Coordinates with the operations management team to ensure highest levels of customer satisfaction.
  • Coordinates with other functional areas regarding telephony and IT operations reliability and functionality
  • Manage and/or participate in the client Contact Center implementation process serving as project lead and process best practices expert, helping build expectations for future relationship.
  • Works closely with management to develop and implement comprehensive strategies in core business, job competencies and other contact center functions
  • Recruits and retains high-quality staff to keep up with business growth.
  • Conducts regular performance evaluations
  • May be required to work off-shift or occasional travel to other sites for training or as needed
  • Additional tasks may be required as determined by management

About You

Education: 

  • Bachelor's degree or appropriate combination of education and 10-12 years of Contact Center Operations experience required

 

Experience: 

  • 5 - 7 years of progressive leadership positions
  • Deep Contact Center knowledge managing an inbound team in a Contact Center environment
  • Experience with Healthcare desirable
  • Multi location experience desired

Skills/ Abilities: 

  • Strong influencing and coaching skills
  • Detail-oriented and ability to creatively seek viable solutions to complex situations
  • Excellent time and program management skills
  • Demonstrated project leadership and management experience, including cross-functional collaboration
  • Ability to facilitate meetings and give presentations to senior management
  • Strong understanding of effective curriculum development, training, communications and quality enhancement methods
  • Ability to create a culture of excellence through strong leadership, coaching, mentoring and motivating skills for the development of the leadership team
  • Strong communication and organizational skills
  • Ability to work efficiently in a high demand and fast paced environment
  • Bilingual Spanish ability a benefit

What We Offer

  • Great compensation package, including a full suite of benefits.
  • The chance to work for a fast-growing, established tech company, and work side-by-side with a dynamic team of talented professionals.
  • Fast-paced environment with big goals and the opportunity to make a big impact.

 

Top ten reasons to come to PlanSource:

#10: The size is right. Join a well-funded, established tech company that’s growing fast but is still small enough for you to have a big impact.

#9: We are on a roll. Be part of a winning team – More than 10,000 employers and 3.5 million consumers use the PlanSource Platform for benefits shopping, enrollment, billing and ongoing administration.

#8: Success is rewarded.  With more than just a pat on the back, your success is recognized and rewarded. We take care of our employees in every way we can, with comprehensive benefits, cool perks, fun offices … and no-holds-barred Nerf wars.

#7: You can grow and develop professionally. PlanSource has a great track record of internal promotions and also filling open positions within the company.

#6: We give you the support you need. Different departments support you and provide you with the access and tools you need to succeed.

#5: Our business model is strong. With a leveraged sales model, our network of partners helps the organization succeed.

#4: Strong partnerships fuel your success. National partnerships with leading insurance carriers such as MetLife, Humana, Guardian and Unum provide a competitive advantage and added credibility.

#3: The benefits industry is on fire. Legislation including the ACA has created an urgent and pervasive need in the marketplace for our technology.

#2: PlanSource has the right product. Show off our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs.

#1: PlanSource is the right company. Join an up-and-coming high-growth technology company that is well funded and values its employees and their families.

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