Senior Director Clinical Contact Center Inbound Operations

Do you have a passion for shaping the future of customer experience? Is it important for you to know that the work you do helps people live happy and healthy lives? If so, then Labcorp could be your great next career step!

Labcorp is seeking a Senior Director of the Clinical Contact Center. In this exciting role, you will be responsible for strategic planning development and the overall operations within the Clinical Contact Center.  Your role centers around the leadership of managers, people and processes for continuous improvement of the customer experience. 

In this vital position, you will oversee and deliver key initiatives supporting standardization of processes, directing telephony system conversions, establishing cost structure boundaries, and foster an environment of learning and growth.  This role will oversee inbound client and patient contacts.

Key Responsibilities:

• Develop strategies aimed at enhancing customer satisfaction and fostering employee service excellence.
• Develop cost structure review, developing plans and modeling.  Outline budget needs, using efficiencies to reward excellence.
• Lead workforce management data insights to drive employee efficiency and accountability at all levels.
• Collaborate on telephony system conversions with appropriate stakeholders, ensuring seamless transitions.
• Create a culture of coaching, trust, innovation, continuous improvement and excellence.
• Establish key KPI targets and improvement plans.
• Ensure process standard guidelines are implemented and utilized across teams, adhering to compliance requirements and efficiency needs.
• Collaborate with internal stakeholders on customer concerns and opportunities, driving customer satisfaction and loyalty.
• Partner and lead across internal teams, aligning efforts and driving organizational objectives forward.

Knowledge, Skills, and Abilities:

• Business Acumen: Knowledge of business and management principles involved in strategic planning, modeling and resource allocation.  Manage budgets and cost/value proposals.
• Leadership: Ability to motivate towards a shared vision, lead managerial staff, delegate effectively, and foster a collaborative working environment.
• Communication:  Excellent communication skills applicable to all audience levels.
• Customer Focus: Commitment to providing excellent customer service through people, process and technology.
• Operations Management: Skilled in process operation principles and performance management.
• Problem-Solving: Mindset focus on root cause and prevention.
• Decision-Making:  Expectation to make decisions based on available information, considering risks and mitigation.
• Organizational Skills: Proficiency in managing multiple competing tasks, prioritizing duties for self and teams, and maintaining organization in a dynamic environment.
• Adaptability: Adapt to changes in customer needs and business strategies; modify directives as necessary.
• Negotiation Skills: Skill in negotiating with internal and external stakeholders to find the best resolution.
• Analytical Skills: Ability to consume data, understand trends, and make data-driven decisions.
• Technology Proficiency: Familiarity with telephony, internal systems and data analysis tools.

Minimum Qualifications:

• Bachelor's degree or relevant experience
• 5 years of management experience in an operational setting, managing large teams of staff.
• Proven ability to create teams that support service requirements and financial acuity to manage budgets, model impacts and leverage analytics.
• Strong leadership and people management skills.
• Familiarity with contact center telephony platforms
• Proficient with Powerpoint, Word and Excel

Preferred Qualifications:

• Bachelor's degree in medical lab science, business, data analytics or finance.
• 8 years of management experience in an operational setting, managing large teams of staff. 
• 5 years of experience in contact centers and advanced knowledge of healthcare laboratory setting and process flow.
• Certification or strong knowledge of Lean/Six Sigma principles and adept at project management.
• Current Labcorp Clinical Contact Center experience preferred.

This highly strategic and impactful role requires the right combination of creativity, technical expertise, interpersonal skills, and a bias for action!

This role reports to the VP of the Clinical Contact Centers and will typically have 5-8 manager le