Contact Center / Call Center Director
Addus HealthCare, Inc. - Downers Grove, IL

This job posting is no longer available on Addus HealthCare, Inc.. Find similar jobs: Contact Center jobs - Addus HealthCare jobs

Reporting to the Senior Vice President, and based at the National Support Center, this key position will be responsible for overall management and development of the growing Contact/Call Center providing scheduling, recruitment, and other communication responsibilities in support of all branch locations providing in-home care services to seniors and people with disabilities.

Job Description
  • Responsible for management of all staff and functions related to Addus HealthCare’s Contact Center.
  • Design structure, process flow, and service level monitoring metrics as well as development and evaluation of Associates to improve efficiency of centralized operations.
  • Coordinate with other centralized operations in our National Support Center including reimbursement and payroll.
  • Work to ensure alignment of Contact Center activities and priorities with corporate, divisional, and departmental goals and objectives.
  • Monitor, assess, and provide reporting to Addus leadership with regard to Contact Center performance, productivity, and customer service levels.
  • Identify, propose and implement process improvements to increase Contact Center efficiency and effectiveness.

Requirements
  • Bachelor’s degree is required.
  • Seven to ten years call center management experience in a sales and service-oriented professional call center handling a large volume of both inbound and outbound calls.
  • Experience with the establishment or reorganization of a call center is preferred.
  • Experience in a large, fast-paced, multi-site/multi-state, results-driven organization.
  • Demonstrated ability to drive process implementation and execution.
  • Strong written and verbal communication skills.
  • Prior healthcare industry experience is preferred.
  • Passionate, energetic, tenacious and resolute, with a high sense of urgency and a strong drive to produce results.

We offer an attractive compensation package including an annual bonus and great benefits!

Addus HealthCare, Inc. - 10 months ago - save job - block
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About this company
Addus HomeCare is there for those who need in-home personal and medical care services. Doing business through subsidiary Addus HealthCare,...