Company Statement

For the last 80 years, EmblemHealth has been taking care of New York’s heart and soul, its people. Today, health care is more complex than ever. That’s why we’re at the forefront of change. We work alongside our customers to offer access to high-quality, affordable care, help navigate the health care experience, and make good health achievable; because everyone deserves to be taken care of. We deliver on our mission every day by living our values with our colleagues, members, clients and partners. It begins with caring and respecting all those we work with. We believe a culture of diversity and inclusion is vital to serve our unique and diverse customers. We seek for continues improvement and innovation and believe being agile and nimble is our advantage. We bring a strong sense of partnership to every relationship – internally and externally. The EmblemHealth family of companies offers competitive health, welfare, and retirement benefits as well as incentive pay plans and more.

Director, Call Center (Albany)

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Director and Equivalent
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190SR Requisition #
Thanks for your interest in the Director, Call Center (Albany) position. Unfortunately this position has been closed but you can search our 248 open jobs by clicking here.
Qualifications:
  • Bachelor’s Degree (preferably in business or healthcare) from an accredited institution
  • Additional years of experience or specialized training/experience may be considered in lieu of educational requirements
  • Minimum of ten years work experience in a high-volume customer service call center environment required
  • Minimum of 2 years’ experience leading large teams (100+) with performance management authority for all staff including supervisors and/or manager levels required
  • Experience with call center telephone systems and IVR required
  • Experience with metrics and analysis including workforce planning, productivity, SLAs, and KPIs required
  • Work experience should include representing Call Center to senior leadership across the organization required
  • Inbound call center experience preferred
  • Healthcare industry experience with patient or member centric call centers preferred
  • Prior experience working with unionized employees preferred
  • Highly effective communication both orally and in writing is required. Organizational and problem-solving and leadership skills are essential. Time management skills and an ability to prioritize projects/work is essential required
  • The ability to effectively lead and direct a diverse workforce required
  • Previous experience managing budgets required
  • Ability to travel required

EEOC Statement

We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.

Sponsorship Statement

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.

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