Call Center Operations Manager

About Specialist Direct 

Founded in 2015, Specialist Direct (SDI) is a rapidly growing healthcare technology company. The company’s telehealth solutions provide real-time access to its national network of top medical specialists to deliver superior patient outcomes. SDI a leader in providing diagnostic, cloud-based solutions which have been proven to save lives within the organ transplant segment. The company’s website is specialistdirectinc.com.  

The Role  

The ideal candidate has a strong background in leading client and customer support operations within healthcare, medical, and/or telehealth settings. The Operations Manager will join a group of dedicated and welcoming team members. Our work environment fosters proactivity, open communication, and close collaboration. This position is for an individual who is looking for a role in which their leadership contributions will make a difference and help drive the direction of the organization. This is a full-time position with the flexibility of working from home 2 days per week. Candidate must be willing to be on call for escalations during some after hours. The position requires candidate to travel approximately 2-3 times per year within the U.S.  

Please apply with your resume and cover letter.  

Responsibilities 

• Exemplify excellent customer service and be comfortable working in a fast-paced environment.  
• Review current processes and implement best practices. 
• Lead and expand client support team.  
• Manage client case escalations.  
• Develop and sustain relationships with company stakeholders and doctor network. 
• Become a subject matter expert in company's client portfolio, technology, and workflows. 
• Lead various internal and client facing technology and workflow training initiatives.  
• Lead ad hoc projects as required by the business.  

Required Skills 

• Ability to make decisions in high priority scenarios and take ownership in resolving problems. 
• Capable of anticipating issues and implementing processes to help prevent them. 
• Strong problem-solving skills required to assess and resolve issues. 
• Experienced in leading client support teams, including managing performance reviews and HR items. 
• Strong communication skills. 
• Highly proficient and comfortable with technology and training others. 
• BA or BS required. 
• Minimum of 5 years' experience in client and/or customer support leadership role(s). 
• Previous experience in the healthcare/medical/telehealth sector.  

Benefits & Perks  

• Competitive compensation package, including salary, medical/dental benefits and 401(k).  
• Ability to earn bonuses and stock options. 
• Unique opportunity for rapid advancement