VP, Call Center Operations

Vice President, Call Center Operations

About The Company

The Pyx Health vision is to tackle loneliness when it matters most for everyone who needs it!

Pyx Health is a technology-enabled solution focused on helping the most vulnerable populations with loneliness and social isolation. Combining a digital platform with a Compassionate Support Center and timely human interventions, Pyx Health provides our clients and their members an innovative, scalable solution that effectively addresses the nation's critical loneliness epidemic and improves lives.

Today, the rate of people living with loneliness is increasing dramatically, and traditional approaches to healthcare cannot possibly scale to reach them all. We exist to serve those people and help lead them to better health.

About The Role

The Vice President of Call Center Operations is an innovator, change agent, member champion, educator, coach, and collaborator. The right candidate oversees initiatives that align Pyx Health's services and client goals with member needs through an integrated omnichannel member support model. This role involves overseeing the development and implementation of strategies to continuously enhance member support through process improvement, human and non-human resource optimization, digital-first transformation, and a ferocious commitment to "making every moment matter". This leader is an innovative thinker who has proven success in transforming outbound call centers into high performing, results driven, culture focused teams that consistently achieve strategic objectives and outperform client and member expectations.

Skilled in driving change and passionate about achieve results, this leader utilizes member support and engagement as a catalyst for transformation, innovation, and excellence. Their efforts advance our strategy while fostering adaptable and resilient employees and financial health of the organization. In this role, the individual will create and manage exceptional experiences to support our strategic plan through continuous learning, development, and member support strategies. Additionally, they will actively engage with employees at all levels to gather insights and enhance member support and performance.

Job Duties

• Control enterprise member support strategy, transformation, and premier performance to elevate member experiences and streamline interactions.
• Innovate member support delivery to create a consistent competitive advantage.
• Develop a balanced member support strategy leveraging technology, automation, AI, and internal and external human resources.
• Manage cross-functional teams to devise and execute various programs, services, and initiatives.
• Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate.
• Build member experience enhancements and innovation by turning insights from data into operational improvements.
• Regularly evaluate and optimize business efficiency and member support function performance.
• Facilitate decision-making in complex situations, supporting the implementation of developed plans.
• Collaborate with leaders and SMEs to drive strategic initiatives and guide less experienced team members.
• Champion "the member" through enterprise-wide collaboration.
• Implement strategies for seamless, frictionless experiences and continuous operational improvement.
• Leverage member support data to drive process optimization, employee enhancement, and digital support.
• Be a proactive partner to educate, advise, empower, and enable employees to be their best.
• Coach and mentor the Member Support Team, fostering team achievement of SLAs.
• Oversee strategic and operational performance reporting to ensure alignment with goals, objectives, and KPIs.
• Take charge of the strategy, planning, and execution of the Member Support Center for maximum member satisfaction.
• Implement short- and long-term processes and structures in alignment with objectives.
• Stay updated on industry and member support trends to proactively strategize for success.
• Champion an omnichannel strategy that provides members with an integrated experience.
• Develop and implement performance metrics for informed decision-making.
• Coach and mentor team members to foster an engaging work environment and drive a highly inclusive and supportive culture.
• Work in compliance with regulatory requirements and risks pertaining to the position.
• Review operational processes and procedures for efficiency and effectiveness regularly.
• Provide leadership, coaching, and development opportunities for support team members.
• Assist in developing and implementing future member support vision and strategy.
• Plan, organize, direct, and control budgetary activity for areas of responsibility.
• Ensure compliance with established policies and procedures.
• Undertake additional responsibilities as necessary for continued growth and advancement.
  
  

Qualifications

• Bachelor's degree or equivalent work experience required; MBA or master's degree preferred.
• Minimum ten (7) years' experience in a high-volume omnichannel member/customer support contact center environment, outbound experience a plus
• Minimum seven (5) years in a senior leadership role in a high-volume omni-channel member/customer support contact center environment.
• Minimum three (3) years of project management, change management, or business transformation experience in a future-focused, member service environment.
• Prior experience leading contact center operations and experience with call management systems and related statistical data required.
• Lean Six Sigma Certification or other equivalent certification is highly desirable.
• Prior healthcare experience is highly desirable.
• Omni-channel interaction delivery and routing contact center capacity planning.
• In-depth knowledge of contact center technologies, such as IVR, live chat, and contact center reporting and metrics.
• Proficient with Microsoft Office, specifically Word, Excel, and PowerPoint.
  
  

Salary: $150000 - $175000 per year

Salary : $150,000 - $175,000