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Director of Call Center Operations

Foodsmart

Foodsmart

Customer Service, Operations
United States · Remote
Posted on Friday, March 22, 2024
About us:
We are the world’s largest telenutrition and foodcare solution, backed by a national network of Registered Dietitians and designed to yield consistently healthier food choices, lasting behavior change and long-term results. Foodsmart’s highly personalized, digital platform guides members through a personalized journey to eating well while saving them time and money. Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the whole family that makes the most of ingredients at home and on the go. With national and regional retail partners across the US now accepting SNAP/EBT, Foodsmart helps bring healthier food within reach to eligible members and can also assist with SNAP enrollment.
Foodsmart has supported over 1.8 million members from over 700 health plan, employer and health system clients, with leading strategic and venture investors like Advocate Health, Intermountain Health, Memorial Hermann, Blue Cross Blue Shield of Massachusetts, Mayfield Fund and Founder Collective.
Learn more at www.foodsmart.com
About the role:
The Growth Development Team plays a crucial role in the success of our members and Foodsmart as a whole by actively assisting current and potential members to schedule visits with dietitians and solve their various support issues. The Director of Call Center Operations is accountable for Foodsmart’s growth and member happiness. This role centers around building out the necessary teams, systems and processes to enable continued growth while working cross functionally with all departments on new launches and client retention. Foodsmart is looking for an experienced leader with a call center background who can help take the team and the organization to the next level.

You will:

  • Team Leadership
  • Directly oversee, coach and hold accountable the Customer Support Manager and our two outbound Team Leads
  • Indirectly oversee a team of ~40 support and outbound reps
  • Create a world class training and onboarding process that ensures new hires are set up for success
  • Lead through setting goals and KPIs and help oversee the QA and accountability processes
  • Act as the voice of the team to leadership and other departments in the organization
  • Systems and Processes
  • Oversee migration to a new IVR and Chatbot in order to maximize self service and automation
  • Assist Customer Support Manager to ensure knowledge base is continually updated
  • Work cross functionally with engineering and IT to ensure systems are integrated seamlessly across the organization
  • Track and utilize data to make decisions around staffing, SLA management and outbound calling campaigns
  • Continually refine and assess systems and processes to identify redundancies and inefficiencies
  • Ensure the call center is holding to TCPA and other government standards
  • Launches and Customer Success
  • Partner with Sales, Marketing and Client Development on pre and post client launch strategy in regards to calling campaigns and customer support
  • Ensure that all client SLAs are met and exceeded utilizing staffing and software
  • Handle escalated customer issues and ensure timely resolution
  • Work alongside Client Development team on projects requested by clients

You are:

  • An exceptional people leader - past team members have told you how much they love working for you.
  • Data-centric with the ability to make great decisions by dissecting and interpreting data
  • You love building things and are not afraid to take on complex projects that take time and require involving people from all departments in the organization
  • A learner at heart - you believe asking questions is one of the best ways to learn
  • You are not afraid to step outside your comfort zone to take on new challenges

You have:

  • 5-7 years of progressive leadership experience in a call center environment, preferably in the healthcare and/or start up environment
  • Proven ability to automate functions
  • Experience managing or running support
  • Deep understanding of TCPA laws and regulations and how they apply to a call center
  • Proven track record of meeting and exceeding required SLAs
  • Experience creating and maintaining, knowledge bases, IVRs and Chatbots with a focus on self-service
  • Experience using and managing a dialer to execute progressive and predictive dialing campaigns
  • Demonstrated success in scaling teams and building structure to support the growth
  • Strong communication skills and the desire and ability to lead teams and coach direct reports
  • Experience using AI for self service and outbound dialing
About our benefits and perks:
Remote-First Company
Unlimited PTO
Flexible & remote location (Bay Area preferred)
Healthcare Coverage (Medical, Dental, Vision)
401k, bonus, & stock options
Commuter benefit
Gym reimbursement
Foodsmart is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.