Director, Outbound Contact Center

Company: Delphi Technologies
Location: Minneapolis
Posted on: May 28, 2023

Job Description:

About the Organization MOBE guides people to better health and more happiness. We help people discover connections between aspects of their lifestyle that affect health and well-being, including their medications and supplements. Behind our innovative solutions are robust data analytics, digital application, and a uniquely human philosophy. With one-to-one connection and compassion, we motivate people to transform their lives.


MOBE is a high-growth organization with a culture built on trust and collaboration and our team is our most significant asset. Supporting and empowering others is at the core of our service and is also the foundation of our culture. We value a workforce made up of people with differences who are eager to learn from each other and grow personally and professionally. We extend this approach to our partners and communities, seeking to increase understanding and expand opportunities across all groups. Go to https://www.mobeforlife.com/DEI for more about diversity, equity, and inclusion at MOBE. Description MOBEMOBE guides people to better health and more happiness. Behind our innovative health solutions is uniquely human philosophy. We believe that person-to-person connections and understanding can make a difference in a world where self-care can be complicated, and health care is ever-evolving and complex.MOBE works with health plans and large employers to identify individuals who are frequent users of health care but aren't finding resolutions for their underlying health issues. We use a whole-person approach and guidance to impact health outcomes positively.Supporting people is at the core of our business, employees included. MOBE is a high-growth organization with a culture built on trust and collaboration. Consistent across our teams and offerings is a belief in the power of people doing good together. We genuinely care about people and consider our workforce the most significant asset.Your role:The Director, Outbound Contact Center will provide oversight, leadership, and management of the contact services organizations. This position is responsible for the consistent high-quality delivery of outreach to eligible consumers and service for engaged consumers to drive outcomes and retention.The Director will lead a staff of managers and supervisors, along with their respective teams with a focus on outbound calling, engagement, and retention. This role will ensure that teams are working effectively, efficiently, and delivering against program guidelines, protocol, and metrics.To deliver an exceptional participant experience, the Director will work with leadership and cross-functional partners to actively coordinate and manage call programming, daily/weekly/monthly volumes, key performance metrics and departmental policies/procedures and performance of team members.Additionally, this role will be responsible for the oversight and vendor management of key service providers reconciling contracts, costs and value, and the delivery of prioritized projects and cross-functional initiatives as assigned.The ideal candidate will have previous outbound call/service center experience, detailed oriented, self-starter, with strong operational expertise, interpersonal skills and motivated by helping our participants engage with MOBE Services.This role reports to the Chief Operating Officer.Responsibilities:

• Responsible for the delivery and consistent execution of quality outreach, engagement, and service operations.
• Lead service optimization through processes/workflows, staffing models, policies, and training to improve efficiency and scalability.
• Manages team performance, metrics, outcomes, feedback and works closely with team to drive improvements.
• Uses data, analysis and expertise to assess team performance against departmental targets to identify and resolve performance issues or training opportunities.
• Works with partners to support hiring, staffing, training, and performance management of the organization.
• Supports organization in appropriate capacity planning by monitoring time off, communicating needs, reviewing call quality, etc. and makes adjustments as needed.
• Partner cross-functionally with other Department Leaders to coordinate end-to-end experiences for our participants.
• Leverages leading call center/service center best practices and continually evaluates opportunities for improvement.
• Leads monthly/quarterly business reviews with the management team
• Work closely with reporting team to create/maintain accurate reporting and analysis to facilitate improved engagement and retention of consumers.
• Other duties as assigned to help fulfill our mission. - Position Requirements Minimum Qualifications:Required:
  • Bachelor's Degree or equivalent
  • 7 - 10 years relevant professional experience
  • Experience leading multiple managers and managing internal and vendor operations for 50+ employees
  • Demonstrated strategic business planning and analysis skills with the ability to assess data and make recommendations
  • Self-motivated, self-starter
  • Natural leader with excellent collaboration and team building skills
  • Drive for results and continuous improvement mindset
  • Strong communication and presentation skills
  • Able to build and maintain personal relationships across the organization
  • Empathetic, influential, authoritative, organized, flexible, and focused
  • Strong understanding of health, wellness, and behavior change theory
  • Endeavors to teach problem solving rather than provide solutions
  • Must have a desire to be a part of an organization looking to transform health culture
  • Proficient in the use of electronic communications and technology capabilities such as computer, internet, instant messaging, text messaging and emailing
  • Proficient in use of Microsoft applications such as Outlook, SharePoint, Word, and ExcelGuiding Principles: We want employees who are kind, talented and committed, who live by our guiding principles and choose to work at MOBE because of these principles.
    • Care about people. We only succeed in our mission because we take good care of our own with the same energy, empathy and expertise we bring to the MOBE program. We honor who people are at work and outside of work.
    • Attitude counts. Our people believe in a friendly, human approach to helping people with their health and enjoy a culture built on trust, positivity, and well-being.
    • Do good together. As a mission-based organization, we need people who like to collaborate and are energized by doing good things.
    • Believe in the power of human potential. We need people who want opportunities for personal growth and believe in making a difference in the health care space, person by person.
    • Embrace new ideas. As a high-growth organization, we need people who have the energy and flexibility to innovate and evolve with our program.
    • Apply learnings. We learn by doing, and we're going to get better at helping people by being able to anticipate their needs. We need people who embrace continuous improvement and are dedicated to delivering results.
    • Be relentless in the pursuit of awesome. MOBE offers a unique opportunity to help others lead more fulfilling, enjoyable lives. We need people who are ready to embrace this mission. - Full-Time/Part-Time Full-Time EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Location Minneapolis This position is currently accepting applications. Marketing Manager- B2B in Minneapolis, MN
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Keywords: Delphi Technologies, Minneapolis , Director, Outbound Contact Center, Executive , Minneapolis, Minnesota