Senior Director Clinical Contact Center Inbound Operations
About the position Labcorp is seeking a Senior Director of the Clinical Contact Center, a pivotal role that focuses on strategic planning and the overall operations within the Clinical Contact Center. This position is designed for individuals who are passionate about enhancing customer experience and improving the lives of others through their work. As the Senior Director, you will lead a team of managers and oversee processes aimed at continuous improvement of customer interactions. Your responsibilities will include the development and implementation of strategies that enhance customer satisfaction while fostering a culture of service excellence among employees. In this role, you will be responsible for overseeing inbound client and patient contacts, ensuring that all interactions are handled with the utmost care and professionalism. You will develop cost structure reviews and create plans that utilize efficiencies to reward excellence. Additionally, you will lead workforce management data insights to drive employee efficiency and accountability at all levels. Collaboration is key in this position, as you will work closely with stakeholders on telephony system conversions, ensuring seamless transitions that enhance operational effectiveness. Your leadership will be crucial in creating a culture of coaching, trust, innovation, and continuous improvement. You will establish key performance indicators (KPIs) and improvement plans, ensuring that process standard guidelines are implemented and adhered to across teams. By collaborating with internal stakeholders, you will address customer concerns and identify opportunities to drive customer satisfaction and loyalty. This role is not just about managing operations; it is about leading a team towards a shared vision of excellence in customer service.
Responsibilities
- Develop strategies aimed at enhancing customer satisfaction and fostering employee service excellence.
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- Develop cost structure review, developing plans and modeling.
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- Outline budget needs, using efficiencies to reward excellence.
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- Lead workforce management data insights to drive employee efficiency and accountability at all levels.
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- Collaborate on telephony system conversions with appropriate stakeholders, ensuring seamless transitions.
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- Create a culture of coaching, trust, innovation, continuous improvement and excellence.
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- Establish key KPI targets and improvement plans.
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- Ensure process standard guidelines are implemented and utilized across teams, adhering to compliance requirements and efficiency needs.
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- Collaborate with internal stakeholders on customer concerns and opportunities, driving customer satisfaction and loyalty.
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- Partner and lead across internal teams, aligning efforts and driving organizational objectives forward.
Requirements
- Bachelor's degree or relevant experience.
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- 5 years of management experience in an operational setting, managing large teams of staff.
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- Proven ability to create teams that support service requirements and financial acuity to manage budgets, model impacts and leverage analytics.
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- Strong leadership and people management skills.
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- Familiarity with contact center telephony platforms.
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- Proficient with Powerpoint, Word and Excel.
Nice-to-haves
- Bachelor's degree in medical lab science, business, data analytics or finance.
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- 8 years of management experience in an operational setting, managing large teams of staff.
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- 5 years of experience in contact centers and advanced knowledge of healthcare laboratory setting and process flow.
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- Certification or strong knowledge of Lean/Six Sigma principles and adept at project management.
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- Current Labcorp Clinical Contact Center experience preferred.
Benefits
- Medical, Dental, Vision, Life, STD/LTD insurance.
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- 401(K) retirement plan.
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- Employee Stock Purchase Plan (ESPP).
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- Paid time off (PTO) or Flexible time off (FTO).
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- Commissions and Company bonus where applicable.
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