Vice President, Call Center Operations

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and AZPetVet. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale. Combined, the companies serve more than 30,000 patients a day and more than 8 million patients each year.

As a reflection of our current needs, we have an exciting opportunity to join our team as the Vice President, Call Center Operations.

The Vice President, Call Center Operations is a vital role in the organization and will lead the development of the call center strategy and operations. This role will provide leadership to the call center team that performs the critical role of helping patients get the care they need. These teams manage the important task of responding to patient appointment inquiries with a sense of urgency and compassion.

This role will provide leadership in developing strategic initiatives and practical solutions that target long term success in a results-driven environment. It will understand broad solutions to business goals, and creation of a customer support strategy to achieve an updated value proposition for the customer experience in compliment to other functional areas.

Job Duties and Responsibilities:

• Works across the organization (field teams and practice support teams) to develop best-in-class practices that support best-in-class results
• Leads through continuous improvement to ensure optimal patient conversion and satisfaction
• Creates and manages department key performance indicators / metrics to ensure teams are focused on our purpose of helping patients get the care they need
• Accountable for the implementation of optimal scheduling practices that match capacity to volume that can anticipate volume volatility and adjust as needed in order to achieve exceptional service levels
• Develops the service and sales practices required to meet the high expectations of the organization
• Developing a strong sustainable team by attracting, developing, rewarding, and retaining talent
• Motivates remote work force by exemplifying the company vision, mission, values, and culture
• Directs the development of technical and sales training, including new hire onboarding, to ensure team is positioned for success
• Forecasts department staffing needs and manages staffing levels, with a strong focus on developing and retaining strong talent
• Focuses on continuous improvement and evolution of appropriate score cards, dashboards and other measures that will drive successful call center operations
• Uses data to identify emerging internal and external business trends and uses information to develop short-term and long-term strategy to ensure continued success
• Influencing the organization when creating opportunities for better patient/customer engagement
• Identifying strategic opportunities for adding efficiencies and cost-effective customer support solutions
• Develops and manages relationships with external business partners
• Develops and manages the department budget
• Analyzes Profit and Loss statements, recommends changes in course of action
• Assessing latest technology, vendors, tools and other trends and make strategic recommendations for implementation
• Working knowledge of quality systems and technology that drives efficiency, productivity and cost effectiveness

Minimum Qualifications:

• Bachelor’s degree, Masters preferred
• 15+ years of contact center experience
• 5+ years in contact center executive leadership experience
• Extensive experience in CCaaS solutions such as NICE CXone, RingCentral, Five9, etc.
• Extensive knowledge of operational processes within an omni channel environment
• Significant experience in driving change management and influencing organizational culture and outcomes with a dispersed remote workforce
• C-Suite level presentation experience
• Extensive experience building, leading, retaining and engaging successful teams
• Demonstrated conceptual, analytical and strategic thinking capabilities

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