Call Center Director

OpenLoop is looking for a Call Center Director with experience managing a rapidly growing team of contact center professionals. This role will be based out of our HQ in Des Moines, Iowa.

About the Role

The ideal candidate will have experience successfully running call center operations. This includes the hiring, onboarding, day-to-day management, skill advancement, and goal achievement for all team members reporting to you.

Other responsibilities include, but are not limited to:

  • Innovate call center technologies and processes to streamline warm handoffs and overall patient experience & satisfaction
  • Work with the business to map out call center procedures that fit client needs and variable demand
  • Provide strong, dynamic leadership that allows clinical call center agents to succeed in their roles
  • Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
  • Manage customer service metrics that show team performance across accounts

About OpenLoop

When our CEO and Co-Founder was a kid, he thought his dad must be the best doctor in the world. Why else were people driving from all over for their appointments? When he got older, he realized that, while his dad was a great doctor, he was also one of the only specialists available in his rural community.
That’s why we built OpenLoop. We’re passionate about powering telehealth companies in all 50 states to expand access to affordable, convenient, and quality care. We do this by connecting our network of leading clinicians with innovative digital health companies, and managing many of the HR and Operations challenges that come with licensing, credentialing, insurance, PC groups and scheduling -- all through our SaaS platform.

Requirements

  • Bachelor of Science degree or higher preferred
  • Minimum 5 years’ Call Center / Contact Center management experience
  • Effective leadership and analytical skills
  • Working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
  • Exceptional ability to develop and manage results-oriented recruiting and training programs
  • Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience

Our Company Culture

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.
We’re based out of Des Moines, Iowa, but we’ve got teammates spread across the US in many departments. Day to day, we collaborate most frequently using Slack, Notion, Linear, Figma, FullStory, and Zoom.

Our Benefits

In addition to competitive salaries and equity, this role includes:
  • Unlimited PTO -- We believe in taking time off (and actually do it).
  • Medical, Dental and Vision -- Because you, too, deserve access to great healthcare.
  • 401K program — to help you save for the future.
  • Flexible Schedule and Work Policy
  • Team Meet-ups and On-Site Visits -- We love our team building in Des Moines!
  • And the chance to change the future of medicine
Sound like a good fit? We’d love to meet you.
Apply
  • Location

    • Des Moines, IA
  • Compensation

    $60K $75K
  • Posted

    June 14, 2022