Director de Centro de Llamadas Outbound — Retención y Experiencia

MCS Health; San Juan (PR); Sur place; USD 110 000 - 150 000; Plein temps

Résumé du poste

MCS Healthcare Holdings, LLC seeks a senior leader to direct Customer Retention, Customer Success, and Customer Resolution programs. You will oversee inbound/outbound call center operations, drive member satisfaction, loyalty, and retention, and ensure compliance with CMS, HIPAA, and related regulations.

You will develop strategies to improve member experience, monitor KPIs, and coordinate with internal departments to close service gaps while leading teams toward operational excellence and

Qualifications

• Master’s or Bachelor’s degree with extensive leadership experience in retention, customer success, and service recovery.
• Experience leading metrics, KPIs, workforce planning, and performance improvement initiatives.
• Healthcare industry experience preferred with supervisory background.

Responsabilités

• Directs outbound call center operations and tracks performance metrics.
• Provides strategic leadership for retention, customer success, and resolution teams.
• Develops and executes customer experience and loyalty strategies.
• Monitors operational metrics, service levels, quality indicators, and KPIs.
• Partners with internal departments to improve member experience and close service gaps.
• Oversees initiatives focused on retention, CAHPS, and customer engagement.
• Ensures timely resolution of escalated member issues and service recovery opportunities.
• Identifies trends and implements data-driven action plans for improvement.
• Oversees budgeting, resource allocation, and vendor management.
• Develops SOPs, policies, and Business Continuity Plans to ensure compliance.

Connaissances

Retention leadership

Customer success

Customer resolution

Member experience

Service recovery

Operational metrics

KPIs

Workforce planning

Performance improvement

Formation

Master's Degree in Marketing/Communications/Business Administration/Operations

Bachelor's Degree in Marketing/Communications/Business Administration/Operations

Certifications not required

Description du poste

MCS Healthcare Holdings, LLC seeks a senior leader to direct Customer Retention, Customer Success, and Customer Resolution programs. You will oversee inbound/outbound call center operations, drive member satisfaction, loyalty, and retention, and ensure compliance with CMS, HIPAA, and related regulations.

You will develop strategies to improve member experience, monitor KPIs, and coordinate with internal departments to close service gaps while leading teams toward operational excellence and