ReferWell is a leading health tech company based in Stamford, CT, dedicated to revolutionizing patient referral management and healthcare connectivity. Our mission is to enhance healthcare outcomes through innovative technology solutions and exceptional service.
About the Role:
ReferWell is seeking an experienced Call Center Director responsible for overseeing all service operations of the call center. This role involves managing both inbound and outbound call operations, optimizing performance, and implementing strategies to effectively serve members and clients. The ideal candidate will demonstrate strong leadership, operational expertise, and a commitment to leveraging modern technology, including a preference for Five9 as our calling platform.
Responsibilities:
Oversee daily call center operations, including scheduling, workflow management, and resource allocation.
Prepare and present reports on call center performance, customer satisfaction, and operational metrics.
Analyze data and identify trends to ensure performance expectations are met and provide regular updates to management.
Manage and optimize call center technology and tools, ensuring best practices for Five9 utilization.
Implement quality assurance programs to uphold service standards and ensure regulatory compliance.
Develop and manage the call center budget, identifying and implementing cost-saving measures as needed.
Collaborate with senior management to align call center operations with overall business strategies and objectives.
Qualifications:
Bachelor's degree in Business Administration, Healthcare Administration, Information Technology, or a related field.
8+ years of experience in call center management or a related field.
Preferred Skills:
Experience with Five9 is highly preferred.
Experience in a multi-skill, multi-site call/contact center operation.
Excellent analytical and problem-solving abilities.
Strong leadership and interpersonal skills with the ability to motivate a diverse team.
Ability to thrive in a fast-paced start-up environment.
Familiarity with databases and data manipulation.
Pay Range and Compensation Package:
The base salary range for this full-time position is $125,000-$140,000 + bonus + equity + benefits.