Call Center Director Cover Letter

I submit this application to express my sincere interest in the call center director position.

In my previous role, I was responsible for oversight of the functions that have been outsourced to third parties in order to ensure that the funds prices and statutory reports comply with current regulations.

My experience is an excellent fit for the list of requirements in this job:

• Identify simplification and process improvement plays to enable an enhanced customer and team experience
• Use a variety of communication channels to create awareness, educate and proactively manage cross-functional teams
• Contribute to developing the appropriate measures for performance and uses these to monitor, evaluate and continuously improve team service and performance
• Join a high growth organization and function building a strong foundational footprint for customer experience
• Remove obstacles and fill in gaps in understanding and knowledge to optimize our processes
• Utilize an array of team engagement techniques given both a local and virtual call center presence
• Bias for action in resolving challenges, handling a variety of different situations and dynamics
• Be a great coach using positive reinforcement, providing clear feedback and follow through

I submit this application to express my sincere interest in the call center director position.

In my previous role, I was responsible for strategic direction for operations that meet company goals for the center and customer service channels (phone, web, IVR).

Please consider my experience and qualifications for this position:

• Requirement to obtain necessary financial series supervisory licenses if not already held, within 6 months of hire (FINRA 6 and 26 or FINRA 7 and 24)
• Prior project management and/or process improvement experience
• Strong analytical, problem solving and decision making skills are critical for success in this role
• Senior Level Call Center Management experience managing 150+ staff
• Experience delivering call center products and technology that require complex systems integration using the Salesforce platform
• Strong working knowledge of IVR systems
• Strong working knowledge of implementing systems with Microservices architecture patterns
• Strategic and tactical thinking capabilities with strong execution leading to continuous process improvement and superior customer service

Please consider me for the call center director opportunity. I am including my resume that lists my qualifications and experience.

In my previous role, I was responsible for day-to-day management of call center activities to ensure compliant and efficient processes are followed.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Optimize and leverage technology blended with workflow/process discipline to ensure each patient contact is handled in the most effective and efficient manner
• Leverage quality assurance measures to support ongoing improvement activities
• Exhibit urgency in solving problems, going deep into more complex challenges and utilizing Key Performance Indicators
• Clear communication and clarity of messaging/hand-offs between Call Center staff and other departments is essential to optimize the patient experience
• Contribute to the achievement of URAC Accreditation as a Healthcare Call Center
• Experience with deployment and adoption of Call Center and Network technologies
• Knowledge of principles and methods for promoting and selling products or services over the phone
• Skilled in handling conflict resolution

Please consider me for the call center director opportunity. I am including my resume that lists my qualifications and experience.

Previously, I was responsible for leadership and management to a service organization that mirrors the Vision and Values of Change Healthcare with with overall accountability for Patient Access Services, leading a team of diverse team members both on and offshore.

Please consider my experience and qualifications for this position:

• Direct experience working with call center ticketing systems
• Previous experience managing front line managers
• Technically Proficient in Microsoft Office products including Access Databases, Excel and PowerPoint
• Experience and understanding of call center operations and technology strongly preferred
• Call Center Quality Assurance experience preferred
• Strong computer familiarity
• Understanding of adult learning principles with proven training delivery and public speaking skills
• Effective leadership skills in being flexible, creative, team-oriented, strategic and process driven

I would like to submit my application for the call center director opening. Please accept this letter and the attached resume.

In the previous role, I was responsible for customer service to patients and referring providers, through the facilitation of various call center functions including phone triage, maintenance of clinic schedules and appointments, and heath record management.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Strong talent and bench-strength development capabilities, and effective business partnership developmentThe above statements are intended to describe the general nature and level of work being performed
• Experience managing cross functional efforts involving quality, training, and technology
• Experience with Six Sigma, Lean, or other Continuous Improvement methodologies
• RN or NP with active, unrestricted license
• Experience successfully driving to metrics
• Working knowledge of HEDIS, Stars, quality initiatives
• Experience with Disease State Management, Chronic/complex conditions
• Experience managing a large staff to leader ratio