At The Trustmark Companies we help people thrive. We provide products and personalized attention that engage and inspire people to maximize their health potential. We offer employee benefits customized to fit each unique business need or life circumstance. It all revolves around our belief that better health and greater financial security increase overall well-being. And with well-being comes peace of mind. Peace of mind to focus on work and family and everything else that’s important in life. Peace of mind to thrive.
We are currently seeking an EXECUTIVE DIRECTOR, CALL CENTER. In this position you will develop, implement and operationalize Call Center strategies on behalf of the Trustmark enterprise, and Health Benefits. You will combine strategic enterprise-wide thinking and design, combined with day-to-day operational processes, tools and measurements to ensure an exceptional customer experience for members and providers enabling us to also serve clients and brokers with excellence. In additional you will need to be a visionary leader capable of large scale change and inspiring an organization to think differently about what great performance means.
KEY ACCOUNTABILITIES:
CALL CENTER STRATEGY
- Cultivate and inspire a culture that is aligned with company values and delivering a positive member experience.
- Create and execute the Call Center's strategic direction and goals, which support the overall goals of the company. Develop service standards, operational performance dash boards, and score cards.
- Keep abreast of emerging technologies. Evaluate and leverage technologies that improve the effectiveness and efficiency of the Call Centers.
Utilize the enterprise Contact Center CoE to understand industry best practices and develop solutions for that optimize Health Benefit’s performance and are consistent with evolving Trustmark standards.
- Improve member experience and quality results by evaluating and redesigning processes through analyzing data and trends. Make recommendations to improve product and service offerings based on Call Center patterns and results.
- Advise senior management on strategic industry topics and trends that support business goals and objectives. Lead changes and innovation in these areas.
- Lead the Call Center transformation upgrading both technology and capabilities to most effectively meet evolving member and provider needs.
- Creatively solve problems as they arise with agility to meet the demands of clients, the call volume and fast-paced environment.
- Effectively partner cross-functionally to support strategies for revenue growth and expansion of existing programs. Participate in client and prospect meetings as required.
- Leverages and optimizes tools, technologies, systems, and processes to facilitate seamless and personalized member experiences.
- Oversees Contact Center policy implementation and evaluates department effectiveness through financial and activity reports, adjusting practices when needed to address member needs.
- Partners with internal resources in Marketing, Digital, and IT to create and sustain appropriate branding and to implement and maintain technology platforms for seamless member experiences that are consistent with all channels.
CALL CENTER MANAGEMENT
- Develop Call Center goals and ensure performance to achieve the KPIs.
- Utilize statistical data on staffing, call volume, employee performance, and call trends to identify process improvements and to enhance and drive performance.
- Develop policies and procedures to improve service to members, ensure compliance, mitigate risk, increase productivity, and increase overall operational efficiencies.
- Ensure proper workforce management, optimization of staffing levels, service level attainment, and effective resource allocation across the Call Center.
- Establish Call Center budget, manage expenditures, perform within budget allocation.
- Effectively partners with human resources to improve the recruitment, training, and the development of staff.
CALL CENTER LEADERSHIP
- Foster collaboration and transparency with the Call Center leaders and employees through open communication, team building, and connecting Call Center KPIs to company strategic direction.
- Inspire and coach Contact Center managers, supervisors and team to meet and exceed member needs and organizational goals.
- Coach, train, and lead managers and team members to actively listen to members’ needs and offer relevant solutions and support.
- Motivate Contact Center Managers to meet and exceed goals and annual budgets for their teams.
- Ensure Call Center employees have a positive work environment and receive training, development, and motivation to maximize their contribution and ensure their quality of work.
- Create and maintain succession plans for all levels of Call Center positions. Attract and retain talent. Develop high potential employees.
- Develop and maintain strategic relationships. Be a known resource to key partners.
REQUIREMENTS:
- Bachelor’s degree required, Master's degree preferred
- 8+ years’ experience managing call centers required
- Must be able to travel approximately 30% of time required
- Knowledge of and exposure to operational processes and practices of healthcare, benefits and insurance industry required
- Proven ability to partner effectively across all levels of the organization and develop positive working relationships required
- Proven management and leadership abilities, strong staff development skills required
- Superior problem solving and critical thinking skills required
- Strong written, verbal, collaboration and interpersonal communication skills required
- Demonstrated ability to build new capabilities and functions and work effectively with the ambiguity and complexity of this work required
- Excellent presentation skills including the ability to interact with outside clients, prospects and brokers required
- Exceptional organizational and attention to detail, as well as a high degree of creativity, flexibility and self-direction required
- Resourceful in the ability to identify and obtain new sources of information required
- Ability to work independently, problem solve, and make decisions with limited supervision required
- Demonstrated ability to plan, prioritize, coordinate and manage projects in a deadline-sensitive environment required
- Proven record of driving results that meet or exceed strategic, financial, quality and operational goals required
- Must have proficiency with commonly used database, spreadsheet and word processing software [MS Office, Excel and Word] required
- Health care payer / TPA industry background a plus
- Passion for excellence and desire to help Trustmark grow
- Knowledge of evolving healthcare member engagement strategies and tools
- Experience managing large scale change efforts
Required Skills
Required Experience