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Customer Services & Support
Evolent Health Hiring for Director, Customer Service at Remote Full Time
Full Job Description
Your Future Evolves Here
Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Evolenteers make a difference wherever they are, whether it is at a medical center, in the office, or while working from home across 48 states. We empower you to work from where you work best, which makes juggling careers, families, and social lives so much easier. Through our recognition programs, we also highlight employees who live our values, give back to our communities each year, and are champions for bringing their whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.
Why We’re Worth the Application:
- We continue to grow year over year.
-
Recognized as a leader in driving important
diversity, equity, and inclusion (DE&I) efforts
.
-
Achieved a 100% score two years in a row on the
Human Rights Campaign’s Corporate Equality Index
recognizing us as a best place to work for LGBTQ+ equality.
-
Named to Parity.org’s list of the best companies for women to advance for
3 years in a row
(2020, 2021 and 2022).
- Continue to prioritize the employee experience and achieved a 90% overall engagement score on our employee survey in May 2022.
-
Publish an annual
DE&I
to share our progress on how we’re building an equitable workplace.
What You’ll Be Doing:
Director, Customer Service
This Director will oversee and direct the execution of strategic and operational plans within multiple/state/site call center locations.
This includes driving improvement in customer satisfaction, employee development and retention. Ensure that service level metrics are consistently met. Set the tone for culture, performance, and reputation with a host of key internal and external constituencies.
Who You’ll Be Working With:
Collaboration with leadership to establish best operational practices. Execute the vision for our customer-service call-centers while supporting the CSO strategy. This position will to the Managing Director, Customer Service, whom the Director will assist and manage the expense budgets, annually and tactically.
The Director of Customer Experience & Call Centers will manage a team of Senior Customer Service Managers and we will leverage this leader’s ability to develop and coach in a high performing service-oriented organization with deep understanding of their best practices, systems knowledge, and their enabling innovative technology skills, including digital savvy.
What You’ll Be Doing:
- Responsible for the establishment of and compliance with standard practices and processes across the call centers. Also, responsible for implementing best operations practices and process improvement.
- Track and analyze call center performance versus service goals/metrics; issue regular s to the VP, Customer-Service, and site leadership management team of performance versus goals and recommended actions.
- Accountable for call center quality, including assurance activities, across the call centers.
- Provide strategic planning for the call centers, create buy-in among the staff, and implement process and system improvements and standards.
- Serve as a liaison between the VP, Customer Service, senior leadership, and the call centers to cascade organizational strategies and goals to the call centers site leadership management team.
- Responsible for directing and supporting the call centers in the attainment of key performance indicators and metrics such as abandon rates, avg. speed of answer, service level, talk utilization, avg. work time, etc.
- Build a team environment through regular contact, communication, and onsite and conference call meetings with staff and the site leadership management team.
- Ensure that staff is sufficiently trained and managed to accomplish shared goals.
- Accountable for developing and sustaining a culture of customer service excellence and higher level of customer satisfaction, including measurement and continuous improvement.
- Serve as business partner with the Director of Call Center Systems & Support, to assist with implementations of technology infrastructure, including the hardware, software, and telephony required.
- Responsible for designing incentive programs in collaboration with talent management and the site leadership management team.
- Develop and implement regular employee incentive and recognition programs and activities.
-
Provide strong leadership to the (CSO) Customer Service Organization and
develop, implement, and deploy a Customer Service and Experience strategy that is aligned with organizational goals and focused on our customer/client and member experience. - Develop and execute service offerings through business systems, business process, and collaboration with other functional areas using existing, new, and innovative technology.
- Recruit, hire and coach Customer Service Site Leadership Management Teams and continually assess department structures and create opportunities for growth and succession planning. Lead the Customer Service Site Leadership Management teams on the development and composition of skills required from all CSR’s and address performance issues promptly and within the company values.
- Develop, deploy, and measure service standards and key performance metrics for customer interactions with our customers and clients to ensure customer/client satisfaction. Based on feedback and results make improvements where necessary and in alignment with overall strategy. Understand and apply industry standards to remain competitive and when applicable, create new service offerings and opportunities.
- Manage and maintain key relationships with other operational areas of the business including Client-Operations, Market-Operations, Finance, Talent-Management, Information Technology and Senior Management.
- Demonstrate commitment to improving/executing strategies through the customer experience across all areas of our customer/client interactions.
- Ensure a high level of employee satisfaction and strong skills in motivating hard working CSR’s and the Customer Service Site Leadership Management Teams. Measures will include engagement surveys and overall feedback from the employees.
The Experience You’ll Need (Required):
- Bachelor’s Degree or equivalent years of work experience.
- Experience demonstrating strong knowledge of leadership and professional development to assigned direct s.
- Demonstrate problem solving with the ability to handle difficult situations; proven ability to remain calm in the face of a challenge and understanding of when and how to escalate an issue.
- Minimum of 8-10 year’s progressive experience in a customer service call-center environment
- Experience managing budgets and a proven track record for accomplishing cost management goals.
- Demonstrated ability to formulate and execute business strategy to meet the strategic needs of the organization.
- Significant inbound/outbound call center management experience including operations, performance metrics, continuous improvement, and process excellence.
- Proven ability to scale call-center operations to more than 500 CSR’s.
Finishing Touches (Preferred):
- Knowledge of Managed Care, Medicare, and Medicaid
- TPA Health Care experience
- Call center software application knowledge
Technical Requirements:
We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.
Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
Compensation Range: The minimum salary for this position is $00000, plus benefits. Salaries are determined by the skill set required for the position and commensurate with experience and may vary above and below the stated amounts.