Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal, and motivation techniques.Foster a culture of consistency, accountability, and continuous improvement.Ensure effective and impactful delivery of training to front line customer facing employees.Oversee employee evaluation, development, and performance management processes.Direct hiring and staffing for call center based on workforce capacity and schedule adherence requirements.Oversee processes and procedures, work order accuracy, quality, and adjustments ensure a high level of customer satisfaction and an optimal customer experience.
Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.Drive the attainment of key performance indicators including service level, quality, revenue protection, productivity/efficiency, reliability, first call resolution and attrition objectives.This position is also responsible for ensuring all Company policies, procedures, quality standards, and local, state, and federal regulations are maintained and enforced. This position responsible for providing leadership and day-to-day management of all areas of a fully remote call center including but not limited to customer satisfaction, enhancing the customer experience, leading the Center’s service, workforce management, IT, human resources, facilities, training, and operations teams. The primary objective of this role is to continuously improve customer satisfaction and experience, as well as improve processes and productivity.ĭIRECT HIRE / REMOTE / SALARY: $140 - $150k + Bonus Coordinates stakeholder relations, community outreach, and public engagement with the CMS Regional Offices.The HT Group is recruiting for a DIRECTOR – CALL CENTER OPERATIONS to provide the overall strategy direction and management of the call center operations within Customer Service.Oversees all CMS interactions and collaborations with key stakeholders (external advocacy groups, contractors, local and State governments, HHS, the White House, other CMS components, and other Federal entities) related to the Medicare and Medicaid and other Agency programs.Oversees beneficiary and consumer call centers and provides leadership for CMS in the area of call center operations.Formulates and implements a customer service plan that serves as a roadmap for the effective treatment and advocacy of customers and the quality of information provided to them.Identifies communication best practices for the benefit of CMS beneficiaries (i.e., of the Medicare and Medicaid programs) and other CMS customers.Oversees communications research, design and development, evaluation and continuous improvement activities for improving internal and external communication tools, including but not limited to brochures, public information campaigns, handbooks, websites, reports, presentations/briefings.Coordinates with the Office of Legislation on the development and advancement of new legislative initiatives and improvements.Contributes to the formulation of policies, programs, and systems as related to strategic and tactical communications.Coordinates with external partners including the Department of Health and Human Services (HHS) and the White House on key communication and public engagement initiatives, leveraging CMS resources to strategically support these activities.Provides consultation, advice, and training to CMS's senior staff with respect to relations with the news media. Serves as senior advisor to the Administrator in all activities related to the media.Serves as CMS's focal point for internal and external strategic and tactical communications providing leadership for CMS in the areas of customer service website operations traditional and new media including web initiatives such as social media supported by innovative, increasingly mobile technologies media relations call center operations, consumer materials public information campaigns and, public engagement.Shawn Bennett, Director Functional Statement Karen Aldana, Deputy Director for Communications Business Operations Staff Mary Wallace, Deputy Director for Operations Center for Medicare and Medicaid Innovation.Center for Consumer Information and Insurance Oversight.