Sr Director, Helpline & Contact Center
Job Title: Sr Director, Helpline & Contact Center (Home Office)
Location: US-based Remote or Chicago, IL
Work Hours: Full-time (based on a 37.5 hour work week)
Reports To: Vice President, Care and Support
Who We Are:
The Alzheimer’s Association is the leading voluntary health organization in Alzheimer’s care, support and research. Our mission is to lead the way to end Alzheimer's and all other dementia - by accelerating global research, driving risk reduction and early detection, and maximizing quality care and support.
At the Alzheimer’s Association, our employees are at the core of all we do. Our network of more than 1,700 employees across the United States makes a difference each and every day for those impacted by Alzheimer’s and those at risk for the disease.
We warmly invite qualified applicants to consider this opportunity to make a life changing impact on the millions living with Alzheimer’s, their caregivers and those that may be diagnosed with the disease in the future. Read on to learn more about the role, then visit our website www.alz.org to find out more about who we are and why we've been recognized as a Best Place to Work the last eleven years in a row.
The Senior Director, Contact Center, will provide strategic leadership and ensure operational excellence for the Association’s 24/7 Helpline. The senior director will have responsibility for overall operations, staffing, and technology to ensure high quality results and enhanced experience for Association constituents by providing thorough information, resources and consultation.
Essential functions and responsibilities include, but are not limited to:
- Provide strategic leadership and planning for a Contact Center of 130 employees with a view toward continuous growth and process improvement to meet the changing needs of the Association
- Ensure high quality, customer focused service is provided to constituents who contact the Contact Center 24 hours a day, 365 days a year.
- Partner with IT team to conduct analysis and implementation of scalable infrastructure, such as telephony system, call recording and quality monitoring software, reporting software, and workforce management software, ensuring that systems and processes are current and scalable to meet the ever-changing needs of the Association
- Lead management team including constituent experience, training, quality management and reporting, ensuring outstanding service delivery as measured by quality monitoring, service level, abandon rate, schedule adherence and other effective measures of quality and productivity. Provide direction, coaching, mentoring, accountability and professional growth.
- Develop teams to provide excellence in training, clinical supervision, quality assurance, reporting, forecasting, scheduling, and workforce management and optimization, using contact center best practices, processes and software.
- Ensure current, effective quality assurance plan includes multiple monthly monitoring of each agent with feedback and coaching, timely monthly reporting and performance analysis, quarterly team calibration to ensure consistency, and effective system to record interactions and facilitate effective QA monitoring.
- Develop and manage budgets totaling over $10 million, melding high quality of service with effectiveness, accountability and stewardship.
- Communicate vision and innovation demonstrating in-depth understanding of Contact Center best practices, constituent needs and Association goals.
- Bachelor’s degree or higher in business, science or related field
- 10 years’ experience in contact center leadership, training, development, and quality assurance.
- 5 years' minimum experience managing/supervising staff.
- Advanced knowledge of Contact Center systems, processes and best practices.
- Work experience in a voluntary health organization, health care related or customer service focused organization preferred.
Knowledge, Skills and Abilities:
- Comprehensive understanding of call center operations and procedures, including applicable industry quality standards, workforce management systems, call center analytics and reporting, and required technology.
- Proven ability to effectively lead and develop leaders, as well as coach, train and develop staff.
- Ability to think analytically and strategically to determine short-term and long-term goals and objectives.
- Ability to interpret and apply relevant findings from market research and industry trends.
- Ability to engage leaders and organizations outside the Association to increase the visibility and awareness of the Alzheimer’s Association.
Employees working 24 hours/week or more are eligible for a comprehensive benefits package, including medical, dental, vision, flex accounts, short and long-term disability, life insurance, tuition reimbursement, generous PTO as well as an annual Cultural & Heritage Day and Volunteer Day of their choosing. They are also eligible for our gold standard 401(k) retirement plan.
Full time employees (37.5 hours/week), will enjoy all of the above plus an annual School Visitation Day an Elder Care Facility Day of their choosing, plus Caregiver Leave.
The Alzheimer’s Association is committed to diversity, equity and inclusion in the workplace and provides consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state or local law.