Resp & Qualifications
PURPOSE:
The Director, Service Optimization is a key strategic leader responsible for driving service operations and workforce management optimization, enhancing service delivery and modernization, executing mission-critical projects, and ensuring seamless integration across technology and business functions. This leader will champion customer-centricity, delivering enhanced service experiences through innovative solutions and multi-year roadmaps.
This role focuses on improving member experience, optimizing processes, and leveraging technology for operational efficiency and enhanced service strategies. As a liaison between IT and Operations, the Director will ensure the implementation of new technologies and drive continuous improvement across all service touchpoints.
ESSENTIAL FUNCTIONS:
Strategic Leadership:
- Lead the technical execution of a multi-year roadmap for service optimization, incorporating people, process, and technology perspectives.
- Collaborate with cross-functional teams including IT, Operations, and Business Integration to ensure seamless execution of strategic initiatives.
- Develop and implement strategies, controls, and roadmaps to ensure continued current and future improvement in the synchronization of systems, people, processes, and performance.
- Oversee the implementation and optimization of CRM, telephony, and other critical technologies, ensuring alignment with business requirements and operational needs.
- Assess current state operations, identify improvement opportunities, and implement strategies to enhance service delivery and customer satisfaction. Champion ongoing innovation through data-driven insights, identifying opportunities to enhance service delivery and operational efficiency.
Operational Excellence:
- Manage large-scale projects targeting efficiency gains and enhanced member experiences, utilizing methodologies such as Agile, SDLC and human-centered design thinking.
- Direct Workforce Management team that monitors real-time performance and adherence to defined schedules and off-line activity, while operating with urgency to meet the demands of the business and customers.
- Oversee forecasting and scheduling models as well as workforce management tools used to forecast call volume, create staffing requirements, and generate work schedules.
- Responsible and accountable for the accuracy and outcomes of analyses run by the department, ensuring staffing levels and call volume forecasts are appropriate.
- Direct the Business Readiness efforts for new technology implementations, including Salesforce rollouts for contact center. Drive modernization efforts, service enablement strategies, and annual planning processes for Commercial Service Operations.
Performance Management:
- Monitor staffing models based on call volume, handle time, shrinkage, attrition, upcoming marketing campaigns, and historical trends to ensure daily indicators are within acceptable ranges.
- Prepare both daily and long-term staffing requirements and adjust schedules based on dynamic needs.
- Develop and monitor performance metrics to assess the effectiveness of service operations and identify areas for improvement. Ensure the delivery of high levels of member satisfaction through timely, cost-effective, and high-quality service operations.
Cross-Functional Collaboration:
- Serve as the primary liaison between Commercial Service Operations business units and IT, to develop joint plans for system implementations and enhancements ensuring requirements are clearly communicated and met.
- Partner with to drive business readiness and successful implementation of Salesforce and other technologies.
- Foster a culture of collaboration and transparency, building strong relationships with key stakeholders across the organization (i.e. Sales, Marketing, Product, and Finance teams), IT partners, business segments, executives and peers.
SUPERVISORY RESPONSIBILITY:
This position manages a team of business analysts and WFM professionals responsible for the management and execution of call center best practices to continuously improve the service experience.
QUALIFICATIONS:
Education Level: Bachelor's Degree OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
Experience:
- 8 years experience in service center operations or Scheduling/Forecasting within a Call Center environment.
- 3 years management experience in workforce management or service optimization related fields.
Preferred Qualifications:
- MBA or equivalent masters level degree.
- Experience with CRM systems (i.e. Salesforce), telephony solutions (i.e. NICE, GENESYS), AI-driven insights platforms and customer engagement technologies.
- Proven track record of leading large-scale, mission-critical projects and driving operational efficiencies.
- Experience executing strategic roadmaps to achieve organizational goals and performance outcomes
Knowledge, Skills and Abilities (KSAs)
- Working knowledge of contact center operations, technologies, systems and processes.
- Strong prioritization and time management skills with ability to delegate effectively.
- Ability to set strategy and follow through on tactical implementation and execution of initiatives.
- Excellent organizational skills and attention to detail. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
Salary Range: $126,720 - $235,224
Salary Range Disclaimer
The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilites of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).
Department
Call Center Management
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Where To Apply
Please visit our website to apply: www.carefirst.com/careers
Federal Disc/Physical Demand
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.
PHYSICAL DEMANDS:
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship
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