Director, Contact Center Operations

Job Summary

The Contact Center Director handles all technical and non-technical Contact Center policies, programs, and initiatives for Baylor Scott and White Health’s North Texas Facility in Dallas. Establishes and communicates policies and procedures for high-quality customer service delivery, reflecting industry best practices. Activities include in-person service in hospitals and clinics, service desk operations, and remote service via phone, email, chat, or text. Provides specialized support for escalated customer issues. Manages service level standards focused on response times and issue resolution. Selects and implements systems to capture and report on BSWH service metrics, including customer feedback and patient data trends. May handle services like billing inquiries, service requests, complaints, work order requests, and dispatching patient transporters. Requests assistance from clinical engineers or operations technicians and directs services like shuttle buses, housekeeping, and security. Aligns customer service activities to enhance BSWH strategies and business goals.

A region Director translates and implements strategic plans and goals for their area. They make final judgments on operational matters and ensure goals are achieved. They recommend policies and organizational changes for their area. They plan and execute projects and initiatives to meet annual goals. They plan and direct operations of a department or area, handling staffing, processes, budgets, and costs. They manage and advise subordinates to meet schedules, resolve technical problems, and monitor performance. They oversee a larger, more complex organization or area than a manager. This role has four supervisors and 43+ staff members reporting to them

Essential Functions of the Role

- Directs customer services for assigned area of responsibility for BSWH.
- Recommends and implements strategic and operational plans and priorities for customer services aligned to BSWH overall business goals.
- Directs the development and implementation of internal and external customer satisfaction programs and initiatives.
- Establishes schedules and structure for customer service amenities. This includes shuttle service scheduling, room service, and other services that impact the customer experience.
- Develops and implements customer service policies, operating procedures, protocols, and processes that ensure an exceptional customer experience at BSWH.
- Manages the development and implementation of customer service reporting and analytics.
- Develops, implements, and monitors programs to promote safety for patients, visitors, medical staff, and employees contacting the service center.
- Establishes policies and procedures to ensure compliance with Joint Accreditation, OSHA, and other government regulations.
- Ensure orientation and ongoing training programs equip employees with tools and knowledge for a safe working environment.
- Establishes patient satisfaction approaches that result in achievement or improvement in customer satisfaction scores.

Key Success Factors

- Bachelor's degree in business, healthcare, or related field preferred.
- 5+ years of experience in customer service, call center, or related area.
- 1+ years of experience in a leadership role.
- Experience implementing process and technology changes in a customer service or call center environment.
- Ability to work collaboratively in teams with a consultative approach across various levels.
- Excellent verbal, written, and presentation skills.
- Experience in project management.
- Exceptional problem solving, technical, and critical skills.

Minimum Qualifications

- H.S. Diploma/GED Equivalent
- 5 Years of Experience