[Hiring] District Leader - Call Center Operations @Simply Results Talent

Role Description

The District Leader is responsible for leading, coaching, and developing a team of Client Results Specialists while ensuring operational excellence and exceptional client and customer experiences. As the frontline supervisor, this role leads day-to-day contact center operations for assigned Specialists, drives performance against established KPIs, and fosters a culture of accountability, engagement, and continuous improvement.

This role partners with internal stakeholders and clients to achieve key performance indicators (KPIs), improve team performance, resolve operational challenges, and foster a culture of accountability, engagement, and continuous improvement.

Qualifications

• Bachelor's degree preferred or equivalent experience.
• 3+ years leading teams in a contact center or customer service environment.
• Demonstrated experience leading, coaching, and developing frontline employees.
• Strong communication, presentation, and interpersonal skills with the ability to influence diverse audiences.
• Experience analyzing operational performance metrics and implementing improvement strategies.
• Strong problem-solving and critical-thinking abilities in a fast-paced environment.
• Proven ability to manage multiple priorities, projects, and deadlines effectively.
• Experience leveraging CRM, workforce management, reporting, and customer relationship management tools.
• Working knowledge of customer service operations, quality management, and performance management practices.
• Experience collaborating across multiple functions to drive business results and achieve client objectives.
• Experience leading teams in patient support highly preferred.

Requirements

• Directly supervise, coach, develop, and support a team of Client Results Specialists.
• Conduct regular coaching sessions, performance evaluations, and development planning discussions.
• Monitor and manage individual and team performance related to quality, productivity, attendance, compliance, and customer experience metrics.
• Support recruiting, onboarding, training, engagement, and retention initiatives.
• Recognize and reward high performance while addressing performance concerns in a timely and constructive manner.
• Foster a culture of accountability, collaboration, employee engagement, and continuous development.
• Lead day-to-day operations to ensure achievement of service levels, productivity targets, quality standards, and client expectations.
• Monitor key operational and performance metrics and drive actions to improve results.
• Analyze trends and identify opportunities to enhance customer, patient, and employee experiences.
• Partner with Workforce Management, Quality, Training, and Operations teams to optimize performance.
• Ensure adherence to client requirements, company policies, operating procedures, and regulatory guidelines.
• Lead continuous improvement initiatives that drive operational effectiveness and efficiency.
• Utilize operational data and performance insights to develop and implement strategies that improve business results.
• Support execution of client initiatives, program objectives, and organizational priorities.
• Assist leadership with reporting, analysis, forecasting, and business recommendations.
• Coordinate and manage projects, initiatives, and competing priorities while meeting deadlines.
• Develop innovative solutions that improve performance, service delivery, and operational outcomes.
• Maintain awareness of program objectives, budgets, and business priorities to support informed decision-making.
• Build and maintain strong relationships with clients and internal stakeholders.
• Communicate operational performance, risks, opportunities, and recommendations to leadership.
• Support client initiatives and strategic business objectives through effective execution and collaboration.
• Resolve escalated Specialist, customer, operational, and client issues.
• Partner across departments to ensure alignment, successful program execution, and achievement of client goals.

Benefits

• Service Levels
• Quality Performance Scores
• Customer/Patient Experience
• Employee Engagement
• Attendance and Adherence
• Productivity and Efficiency
• Specialist Retention
• Program KPI Achievement
• Continuous Improvement Results