Sr Director Consumer Support - Albany, NY

Public Partnerships LLC (PPL) supports individuals with disabilities or chronic illnesses and aging adults to remain in their homes and communities through self-directed care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget.   We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services. Learn more at pplfirst.com.

Duties & Responsibilities:

· Oversee and support projects and related efforts pertaining to contact center services and the customer experience, to include new product implementations, training initiatives, program implementations, workforce management tools and efficiencies.

· Identify and utilize reporting tools to inform service levels, opportunities for efficiency, labor management/projections, and budgeting.

· Provide effective leadership and communication throughout implementations and other change management environments.

· Identify customer service workforce needs, capabilities, and opportunities, acting on opportunities for improvement in pursuit of employer of choice work setting.

· Oversee and support development, documentation, and implementation of standard operating procedures, policies and processes pertinent to the effective and efficient operation of the department.

· Strategically plan, develop, and direct contact center operations in accord with customer service policies and programs across programs supported.

· Coordinate escalations team cross functional support and execute on related deliverables.

· Oversee root cause analysis and recommendations as part of customer experience department initiative.

· Collaborate closely with customer experience teams and operations partners to align customer service department policies and systems with the company's objectives.

· Identify and maintain performance standards to meet service goals of company and each individual client contract, ensuring each team is meeting internal service level targets and adhering to contractually required SLAs.

· Work continuously towards professional development, staying abreast of contemporary customer service, sales, and leadership procedures & practices.

· Effectively integrate all elements of technical, non-technical, field and service center support operations.

· Act as liaison between customers/provider and appropriate internal teams to resolve customer/provider inquiries.

· Oversee budgetary responsibilities and ensure operations are operating cost-effectively, including vendor oversight and management.

· Work closely with business process management, project management/PMO and technology teams to bring technology needs and requests that enhance our customer/provider experience and achieve efficiencies.

· Effectively manage customer service team, workforce management, and customer service escalations team, including direct and indirect reports.

Required Skills:

· Excellent leadership, management, and written and verbal communication skills.

· Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

· Experience engaging and developing relationships with multiple agencies and organizations.

· Strong analytical and problem-solving skills

· Excellent planning and organizational skills to balance and prioritize work and meet deadlines.

· Ability to manage time effectively in a fast-paced environment.

· Ability to establish and maintain professional relationships with federal, state, and county agencies, as well as the general public.

· Ability to work independently, requiring minimal supervision and on multiple projects simultaneously.

Qualifications:

• Bachelor's degree in a related business discipline required.
• Master’s degree in business or management preferred.
• 8+ years strategic leadership experience.
• Proven track record of successfully managing teams, experience i