Director of Performance Development is a leadership position, and the incumbent should bring extensive experience in training and quality leadership of a contact center team. The incumbent will be responsible for directing, planning, organizing, and coordinating all aspects of the Training and Quality Assurance functions across the contact center organization. Responsibilities include developing and leading a team to actively build the organization’s capacity to educate, train, monitor, and coach to deliver experiences that drive brand loyalty and high customer satisfaction.

This leader is comfortable wearing many hats and working in a fast-paced, ambiguous, highly collaborative environment; thrives in and drives a culture of accountability; and can synthesize details yet still see the big picture. This role reports to the Chief Executive Officer.

This incumbent will be responsible for the following areas, Quality Assurance. Training & Development and Patient Experience.

Duties and Responsibilities
The following duties and responsibilities mostly reflect the expectations of this position, but are not intended to be all inclusive.
Lead Our Training Function

• Design, develop, and implement a Contact Center training function: strategy, curriculum, processes and initiatives
• Own overall management of training systems, content and support materials
• Ensure consistency in the quality of training programs, materials and initiatives launched by the contact center
• Establish metrics and tracking mechanisms to build accountability, assess training effectiveness, measure results, evaluate trends, and optimize the impact of training programs
• Develop effective relationships with business leaders and peers gaining a deep understanding of business and culture to connect learning needs and training offerings to the business strategy
• Recruit, coach and develop a team of learning and development professionals

• Design, develop and implement a Contact Center QA function: strategy, process and initiatives
• Establish the quality standards governing patients interactions, designed to ensure that the patients experience is consistent across all customer touch points, within our internal group as well as throughout our outsourced partner network
• Provide leadership for partner QA teams and ensure calibration with internal standards, develop methodologies and ensure consistent evaluation
• Facilitate calibration sessions with contact center leaders to ensure consistency in the evaluation process across teams
• Implement change management strategies by identifying key stakeholders, approaches, and communication plans for developing new processes, technology, and/or tools
• Investigate any inconsistencies and create solutions by providing corrective and preventive action plans to drive operational improvements

• Bachelor’s Degree
• Must have five (5) years of management experience and demonstrated skill necessary to be responsible for the identification, monitoring and maintenance of departments financial, human, and facility resources.
• Possess the management, operational and regulatory call center and healthcare administration knowledge and experience, and ability to learn Call 4 Health’s operations in order to be effective resource to managers, providers, and staff.
• Professional effectiveness as demonstrated by the ability to establish clear and challenging goals, and develop effective, realistic long- and short-range plans; maintain information, schedules and systems in an organized fashion, exercise reason and sound judgment to make popular and unpopular decisions, using a executive perspective and building consensus, and use initiative, vision, and creativity to task and generate innovative ideas, approaches, and solutions.
• Understands regulatory environments and consequences of non-compliance.
• Sense of urgency to meet the demands of our fast-paced environment.
• Negotiation and persuasion skills to create collaborative relationships representatives from different departments with diverse missions and needs.
• Experience using conceptual data analytics to formulate hypotheses, determine assumptions to test, and interpret data / results.
• Work experience analyzing and interpreting data to provide insights.
• Leads by example and maintains/establishes a culture of customer centric behavior and innovation critical to success in this role.
• Data-driven decision making while relying on strong interpersonal skills to drive change.
• Proven success in developing strategic plans and attaining goals in a fast-paced, dynamic environment.
• Working proficiency with metrics, measurements, reports and operations specific to contact centers.
• Must be willing to travel to various clinic locations and have a flexible work schedule to accommodate meeting schedules at various locations.

Tools and Equipment Used

Computer, including word processing, spreadsheet, email and database application software; printer; phone; scanning equipment; copy machine; and fax.

If you are interested in the Director of Performance Development apply today!