Dir, Call Center Operations, Federal at Magellan Health Services inc in Scottsdale, Arizona

Job Description:

Directs the Federal call center staffed by a large volume of employees providing 24/7 information and referral services. Participants many include service members and their families, federal government employees and eligible beneficiaries. Directs services of triaging for stated and unstated needs and providing support that is appropriate and effective. Serves as a member of the leadership project management team ensuring service delivery and contract deliverable execution.

• Directs the 24/7/365 call center operations for service delivery to military and federal government affiliated eligible participants. Services available via internet, telephone (toll free number and collect calls), electronic mail (email), postal mail, video counseling, secure real-time messaging (chat), artificial intelligence (AI) chatbox, and face to face counseling upon request.
  
  


• Ensures appropriate staffing to meet contractual requirements and risk mitigation for reducing staffing gaps.
  
  


• Supervises managers responsible for delivery of operations conducted by a large volume of staff.
  
  


• Provides strategic oversight for training, professional development, quality and operational oversight for staff.
  
  


• Provides leadership and closely collaborates with senior clinicians for direction for creation and execution of call center policies and practices.
  
  


• Leads a team of managers to successfully deliver high quality, customer-focused, cost effective and efficient service to eligible customers.
  
  


• Consistently monitors staffing and workforce management performance, forecasting when staffing levels are insufficient or in surplus of average inbound volume demands.
  
  


• Promotes accountability and teamwork through leadership and strong communications amongst peers, subordinates and across the call center organization.
  
  


• All other duties as assigned.
  
  

Responsibilities
Bachelor's degree from an accredited college or university in business management, mental health, or a related field.

8+ years of relevant Healthcare or Social Services experience with a minimum of 5+ years Call Center supervisory experience.

Must be a U.S. citizen and must speak fluent English.

Possess strong customer service skills and knowledge of call center operations.

Extremely organized and detailed to understand the nuances of changes and execution.

Cross functional leadership working across both business and technical changes; learn the details of the processes to represent changes, why changes are needed, and the change value.

Demonstrated decision-making and problem-solving skills.

Self-starter with ability to work with limited direction at times. Resolves issues by coordinating among stakeholders and escalating as necessary.

Requires expert level analytical and quantitative skills. Draws upon the analysis of others and makes recommendations that have a direct impact on the business.

Ability to solve advanced problems and deal with a variety of options in complex situations. Strong written and verbal communication skills with varied audiences, from front line staff to senior executives.

When contractually required, successfully obtain and maintain the required Government security clearance.

General Job Information

Title
Dir, Call Center Operations, Federal

Grade
30

Work Experience - Required
Healthcare, Supervisory

Work Experience - Preferred

Education - Required
Bachelor's - Mental Health Services

Education - Preferred
Master's

License and Certifications - Required

License and Certifications - Preferred
Must be an independently licensed behavioral health clinician - Care Mgmt

Salary Range

Salary Minimum:
$105,230
Salary Maximum:
$178,890

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.

This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.

Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.