Senior Director, National IKC

Role Overview

• Identifies, analyzes, and drives continuous operating improvements and quality performance of operating metrics, including quality, productivity, staffing, training, attrition, and budget
• Leads innovative initiatives to define world-class outbound and inbound contact center capabilities and performance; tracks emerging trends in call center operations management
• Prepares and analyzes operations performance reports by collecting, analyzing, and summarizing data and trends
• Manages a leadership and operations team to support enrollment, administration, clinical, and contact center support teams; recruits, trains, coaches, and managing performance for teammates
• Leads operational strategies by monitoring teammate performance, identifying and resolving problems, preparing and completing action plans, completing process audits, and managing system and process improvement initiatives
• Meets financial objectives by estimating requirements, preparing annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions

Requirements

• Bachelor’s Degree required
• 8-10 years of experience in an operational leadership role required
• Prior experience in call center leadership role preferred

Benefits

• Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
• DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.