Job Description
Director of Service Delivery Management Location Austin, TX : Austin, TX, US, 75223
Description: Director -Remote US At Continuum, we embrace the unique needs of each client to provide world-class customer support services. Our right sourcing approach allows us to unify the best combination of our global network of brick-and-mortar centers, on-premises centers, plug-and-play solutions, and our ready@home agents to deliver maximum efficiency and client value. We then leverage the best voice, chat, email, social media, and AI technologies available to offer unmatched security, flexibility, and scalability. Position Summary The Director is responsible for the strategic planning and execution of all Contact Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on effective coaching, customer care, quality management, workforce planning, recruiting, and training. Performance metrics include quality, attendance, call efficiency, high conversion rates, staffing utilization, employee culture, employee retention, and financial performance. Client interaction daily to ensure full communication and a commitment to exceeding client expectations. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Director's success is measured by the organization's ability to deliver on being the #1 Trusted Partner through Quality Performance while meeting monthly Operational Performance requirements. This is achieved through continuous integrity in all activities by ensuring an effective site client partnership, creating a high level of employee engagement and activities, achieving call center call efficiencies through the deployment of best practices, the continuous development of leadership, the achievement of financial targets and the achievement of performance metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. Presently all calls are of an inbound nature. The Director executes the vision for the operation ensuring the Call Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their remote team in developing and documenting best practices in the performance of all duties and responsibilities. Position reports to VP Healthcare Operations who is direct to the COO. Primary Responsibilities - Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net revenue and profitability
- Serve as thought leader for business processes that promote increased efficiency and productivity on multiple levels
- Ability to generate and maintain a strong employee engagement culture and mitigate turnover in a brick & mortar site that also includes team members in a work at home environment
- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center performance
- Develop and maintain effective organization of responsibility, including efficient coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
- Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction
- Manage, build, and expand client and coworker relationships
- Ensure compliance with regulatory agency guidelines and standards
- Successfully lead the launch and expansion of new and existing lines of business.
- Manages multiple small and mid-size projects; this could include new business, changes in business, or process improvements.
- Gathers input from team members on required tasks and translates into a project plan with activities, dependencies, dates and timeframes, resource requirements, milestones, and deliverables.
- Partner with stakeholders across business units (ex: sales, finance, security, compliance) to develop analyses and documentation in a collaborative way, communicating effectively and efficiently with production, managerial, and executive teams
- Evaluate, analyze, and communicate operational requirements on a continuing basis
- Author and update internal and external documentation, and formally initiate and deliver requirements and documentation
Knowledge, Skills, & Experience Requirements - Bachelor's degree or higher preferred; 10+ years leadership in a Call Center will be considered in lieu of degree
- Minimum 7+ years of Call Center/Contact Center management experience; preferably BPO, digital cable, internet, and telecommunications vertical experience strongly desired
- Experience leading remote teams who are in a work at home environment (400+ fte)
- Experience in the Healthcare industry.
- Highly effective with data and analytics, financial acumen, and previous ownership of P&L (20M+)
- Driver of sustainable, positive change and increased accountability culture
- Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
- Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience
- Ability and desire to work in a fast paced, quickly changing start-up environment
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
- Strong negotiation, interpersonal, written, and oral communications skills - including statistical report writing
- Computer Skills: Microsoft O365, with advanced Excel skills, familiarity with Adobe Connect a plus
About Continuum Global Solutions, LLC Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA). Continuum recruiting correspondence will always come from a talent acquisition representative with an official
@continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to
Corporate.Security@continuumgbl.com .
Job Tags
Full time, Local area, Remote work, Work from home, Worldwide,