District Leader – Call Center Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, develop, and assist a team of Client Results Specialists.

• Facilitate coaching sessions, performance assessments, and discussions on development planning.

• Oversee and manage quality, productivity, attendance, compliance, and customer experience metrics.

• Assist with recruitment, onboarding, training, employee engagement, and retention efforts.

• Acknowledge high performance and address any performance-related issues.

• Direct daily operations of the contact center to meet service levels, productivity goals, quality benchmarks, and client expectations.

• Monitor operational metrics and promote performance enhancements.

• Analyze trends to improve experiences for customers, patients, and employees.

• Collaborate with Workforce Management, Quality, Training, and Operations teams.

• Ensure compliance with client requirements, company policies, procedures, and regulatory standards.

• Spearhead continuous improvement initiatives.

• Formulate and implement strategies based on operational data and performance insights.

• Support client initiatives, program goals, and organizational priorities.

• Assist with reporting, analysis, forecasting, and business recommendations.

• Coordinate projects, initiatives, and competing priorities effectively.

• Develop solutions to enhance performance, service delivery, and operational results.

• Foster relationships with clients and internal stakeholders.

• Communicate performance metrics, risks, opportunities, and recommendations to leadership.

• Resolve escalated issues related to Specialists, customers, operations, and clients.

• Collaborate across departments to achieve client objectives.

⛳️ Requirements

• Bachelor's degree preferred or equivalent experience.

• Over 3 years of experience leading teams in a contact center or customer service setting.

• Proven experience in leading, coaching, and developing frontline employees.

• Excellent communication, presentation, and interpersonal skills.

• Experience in analyzing operational performance metrics and executing improvement strategies.

• Strong problem-solving and critical-thinking skills in a dynamic environment.

• Ability to effectively manage multiple priorities, projects, and deadlines.

• Familiarity with CRM, workforce management, reporting, and customer relationship management tools.

• Working knowledge of customer service operations, quality management, and performance management best practices.

• Experience working collaboratively across various functions to drive business results and meet client goals.

• Experience leading teams in patient support is highly preferred.

🏝️ Benefits

• Remote work options available.

• Flexible workforce model.

• Access to advanced technology.

• Opportunities to work with Fortune 500 and enterprise clients.

• Employee engagement and development programs.

• Recognition and rewards for outstanding performance.