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Full-Time

Director of Call Center Operations

Confirmed live in the last 24 hours

Foodsmart

Foodsmart

201-500 employees

Telenutrition and healthy food marketplace

Consumer Goods

Compensation Overview

$120k - $140kAnnually

+ Bonus + Stock Options

Senior

Remote in USA

Category
Customer Success
Customer Support
Customer Success & Support
Operations & Logistics
Required Skills
Sales
Communications
Quality Assurance (QA)
Marketing
Requirements
  • 5-7 years of progressive leadership experience in a call center environment, preferably in the healthcare and/or start-up environment
  • Proven ability to automate functions
  • Experience managing or running support
  • Deep understanding of TCPA laws and regulations and how they apply to a call center
  • Proven track record of meeting and exceeding required SLAs
  • Experience creating and maintaining knowledge bases, IVRs, and Chatbots with a focus on self-service
  • Experience using and managing a dialer to execute progressive and predictive dialing campaigns
  • Demonstrated success in scaling teams and building structure to support growth
  • Strong communication skills and the desire and ability to lead teams and coach direct reports
  • Experience using AI for self-service and outbound dialing
Responsibilities
  • Directly oversee, coach, and hold accountable the Customer Support Manager and two outbound Team Leads
  • Indirectly oversee a team of ~40 support and outbound reps
  • Create a world-class training and onboarding process for new hires
  • Lead through setting goals and KPIs and oversee QA and accountability processes
  • Assist in migration to a new IVR and Chatbot for self-service and automation
  • Ensure knowledge base is continually updated
  • Work cross-functionally with engineering and IT for seamless system integration
  • Track and utilize data for staffing decisions, SLA management, and outbound calling campaigns
  • Identify and address redundancies and inefficiencies in systems and processes
  • Ensure compliance with TCPA and other government standards
  • Partner with Sales, Marketing, and Client Development for client launch strategies and support
  • Handle escalated customer issues and ensure timely resolution
  • Collaborate with the Client Development team on client projects

Foodsmart offers a telenutrition program and a healthy food marketplace, leveraging telehealth technology to connect users with registered dietitians. The company's focus is on simplifying healthy eating through personalized, convenient, and affordable solutions, catering to a large user base through major health plans and Fortune 500 companies.

Company Stage

Series C

Total Funding

$113.8M

Headquarters

San Francisco, California

Founded

2010

Growth & Insights
Headcount

6 month growth

16%

1 year growth

90%

2 year growth

135%

Benefits

Competitive compensation

Unlimited PTO

Flexible working hours

Flexible working location

Paid health insurance

Monthly gym subsidies

Daily lunch allowances