AVP, Call Center Operations (Inbound & Outbound) - REMOTE

Molina Healthcare; Long Beach (CA); Remote; USD 90,000 - 150,000; Full time

Job summary

An established industry player in healthcare is seeking a dynamic leader to oversee Member and Provider Contact Centers. This role offers a unique opportunity to make a positive impact on service delivery while fostering a collaborative work environment. With a focus on career advancement, the successful candidate will be responsible for managing a team of directors, enhancing member experiences, and driving process improvements. If you have a passion for leadership in a fast-paced environment and a commitment to high-quality service, this position is an exciting opportunity for you.

Benefits

Competitive benefits

Career advancement opportunities

Collaborative work environment

Qualifications

• 15+ years of experience in Contact Center Management.
• Proven leadership success in managing multiple people managers.

Responsibilities

• Provide leadership for Member and Provider Contact Centers.
• Manage Directors to support member and provider servicing.
• Drive process improvements and meet departmental KPIs.

Skills

Leadership

Contact Center Management

Collaboration

Communication

Education

Graduate degree

Job description

Employer Industry: Healthcare/Managed Care

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Competitive benefits and compensation package
- Dynamic leadership role with the chance to make a positive impact on member and provider experiences
- Collaborative work environment with partnerships across various departments
- Ability to influence and implement process improvements in service delivery

What to Expect (Job Responsibilities):
- Provide leadership and oversight for Member and Provider Contact Centers, ensuring high-quality service delivery
- Directly manage Directors and Regional Directors to support member and provider servicing
- Resolve inquiries and complaints from both members and providers effectively
- Collaborate with various teams to enhance member and provider experiences and meet service goals
- Drive process improvements and meet departmental KPIs including productivity and service quality

What is Required (Qualifications):
- Graduate degree or equivalent combination of education and experience
- Minimum of 15 years of experience in Contact Center Management
- Proven leadership success managing multiple people managers in medium-large contact centers
- Strong collaboration and communication skills
- Ability to work effectively within a matrixed environment with dotted line responsibilities

How to Stand Out (Preferred Qualifications):
- 10+ years of experience in the Healthcare industry

#Healthcare #ContactCenterManagement #Leadership #CareerOpportunity #TeamCollaboration

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