Bosley, the world’s largest internationally known aesthetic medicine practice is offering an exceptional opportunity. With 70 offices across the nation and over 40 years of experience, we can offer you an exceptional work experience. In Beverly Hills, Bosley is the leading hair restoration expert and has been changing people’s lives for over four decades using the latest, most advanced technology for both surgical and non-surgical hair restoration. Bosley’s corporate culture is filled with passionate staff that enjoy helping people and love what they do. Make a difference in people’s lives every day while earning a great living! If you want a rewarding career in the fast growing aesthetics industry, then Bosley is the right place for you! Bosley, Inc. is seeking a top-notch Director of Call Center Operations to support our Beverly Hills, CA, Philippines & Mexico locations. The following are some duties essential to succeed in the role:
Leading the operational activities and services of the companies contact centers in Beverly Hills, Mexico & the Philippines. This position is responsible for delivering exceptional service experiences to our perspective patients, existing patients and company management and staff, improving operational efficiencies and building a high performing and engaged culture. Other responsibilities include setting strategic direction, ensuring departmental regulatory requirements are met and using data effectively to drive results.
- Manages strategic direction and day to day operations Call Center Operations.
- Ensures the delivery of accurate and exceptional service to patients and employees.
- Identifies and implements initiatives to improve patient and employee satisfaction levels.
- Maintains proper staffing levels.
- Tracks trends, makes decisions based on organized information, and supports decisions with articulate written and verbal communications.
- Creates annual budget and is responsible for the budget oversight of department. Provides business justification for capital and resource needs.
- Utilizes data to drive results and prioritize improvements.
- Ability to coach, motivate, inspire and develop team members and to create a positive work environment.
- Focus on employee and leader development, including succession planning.
- Plan, monitor and adjust performance plans to ensure performance goals are met.
- Coordinate all messaging and material disseminated in the call centers.
- Ensures departmental compliance with contractual, regulatory, and corporate requirements, guidelines, including turnaround and reporting.
- Develops policies and procedures to improve service delivery and interdepartmental processes to support work processes across department lines.
Qualifications:
Education:
- Bachelor’s degree in Business Administration, related field or an equivalent combination of education, training and experience is required.
Experience:
- 10+ years progressively responsible customer service and/or call center experience, including staff supervision, is required.
Preferred/Desirable:
- Previous Outpatient Cosmetic Surgery experience a plus.
- Prior Noble and Salesforce Experience a plus
Job Type: Full-time
Salary: $120,000.00 to $160,000.00 /year
Education:
- High school or equivalent (Preferred)
Location:
- Beverly Hills, CA 90212 (Preferred)
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