Call Center Director, Strive Health

• Minimum:
• Four years’ experience in leading call center teams operationally and bottom-line performance
• Two years’ operating a CRM system (ex: Saleforce)
• Two years’ experience managing an auto-dialer functionally as well as operating a team within the environment
• Four years’ experience in developing strategic improvement plans and presenting to key executive leadership
• About You
• Comfortable setting strategic direction in line with company priorities while also capably executing in a tactical fashion alongside the team
• Experience in a player-coach environment, as call centers require an eye towards continuous performance improvement either programmatically or with the enrollment associates
• Knows how to make the complex into less complicated tasks while leading with data-driven storytelling to engage the audience
• Experience building high performing teams

Desirable

• The Patient Growth call center team represents the warm front door to Strive while meeting important metrics that allow our patients to be better served
• You will lead a high performing team of managers and enrollment associates that not only continue meeting enrollment expectations but also need to continue their trajectory of performance improvement
• As the leader for this organization, you will take both strategic and tactical lenses towards improvement optimizations while presenting strategy shifts to senior leadership
• This leader will sit on the Patient Growth leadership team and report directly to the Vice President, Patient Growth
• The Day to Day
• Provide strategic guidance and in-the-moment coaching to our managers and individual Enrollment Associates to meet both our quality and enrollment standards
• Maintain a keen eye and management of our auto-dialer system with the support of our Patient Growth Analyst to achieve the highest performance possible each day
• Build a culture of continuous training and support to build the necessary skillsets of the enrollment team
• Enact performance management routines as required based on team member performance
• Align with key partners, such as Human Resources, Analytics, and Operations, to enable strategic change and improvements as required
• Maintain accountability for team performance and associated action plans
• Support the buildout and communication of quarterly compensation plans from ideation to fruition
• Lead our quality assurance team to ensure we’re measuring the appropriate behaviors while tracking and coaching accordingly
• Understands our performance in a quantitative manner and can report out accordingly
• Meet in person with internal and/or external stakeholders to facilitate team and business priorities/opportunities.  Business travel may be required for opportunities to connect with stakeholders, serve patients, and attend Strive-sponsored team events