Director of Outreach Operations (Call Center) - Naples, Florida, United States - Remote

Company Overview

At Wider Circle, we connect neighbors for better health. Wider Circle's groundbreaking Connect for Life® program brings neighbors together in-person and online for health, wellness, and social activities that improve mental and physical health. We create webs of community circles by employing local and culturally competent engagement specialists whose hand-on-hand approach to forming trusted circles is informed by a sophisticated analytics platform. We are on a mission to make the world a better place for older adults and disadvantaged communities.

Position Overview

The Director of Outreach Operations will be responsible for the oversight and supervision of Wider Circle’s Outreach Center.  The Director will be responsible for overseeing all aspects of the Outreach Center management, including team leadership, performance optimization, process improvement, and ensuring a high level of member satisfaction.  

Responsibilities

• Develop and implement strategic plans to achieve call center objectives and targets.

• Lead and motivate a team of customer service representatives to deliver exceptional service and meet performance goals.
• Monitor call center performance metrics and KPIs to identify areas for improvement and implement corrective actions as needed.
• Develop and implement training programs to enhance the skills and knowledge of call center staff.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Implement and maintain call center technology and systems to support efficient operations and enhance the customer experience.
• Analyze call center data and trends to identify opportunities for process optimization and service enhancement.
• Collaborate with other departments, such as IT, sales, and marketing, to ensure alignment and support of organizational goals.
• Prepare regular reports and presentations for senior management on call center performance and initiatives.
• Foster a positive and inclusive work culture that promotes teamwork, accountability, and continuous …