Director, Contact Center Performance (Finance)

We offer remote work opportunities (AK, AR, AZ, CA, *CO, FL, *HI, IA, ID, *IL, KS, LA, MD, *MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, *WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

The Director of Contact Center Performance will lead and manage all quality and performance coaching aspects of the TRICARE and VA Community Care Network (CCN) contact center operations, ensuring efficient, high-quality customer service. This role involves developing and implementing strategies to maximize customer satisfaction, improve first call resolution, and drive team performance, while ensuring compliance with policies and service-level agreements (SLAs) for both the TRICARE and CCN contracts.

Education & Experience

Required:

• Bachelor's degree in Healthcare Administration, Business Administration, Public Health, or related field
• Must be a U.S. Citizen
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DOD) background adjudication
• 5+ years of progressive, responsible, people management experience to include leadership staff
• 5+ years' experience in a large-scale contact center environment with strong knowledge of contact center technologies and best practices
• Proven ability to drive performance, manage a large team, and handle complex customer service issues
• Excellent analytical, organizational, and communication skills
• Ability to collaborate with multiple departments to achieve goals

Preferred:

• Experience with CRM and call center software (e.g., AWS, Salesforce, etc.).
• Previous experience working in industries such as healthcare, finance, or telecom.
• Strong background in managing both inbound and outbound service teams.
• Master's Degree in Business Administration, Healthcare Administration or related field
• Veteran or military spouse or military affiliated

Key Responsibilities

1. Leadership & Management:
• Lead and manage a team of contact center managers and functional specialists.
• Establish and maintain a department culture at TriWest and subcontractor partner agents focused on ensuring an outstanding beneficiary, provider and government customer experience. Ensure all Customer Service Representatives (CSR) are adequately trained on universal customer service transactions and can demonstrate competency in production, quality, complex call resolution, and empathy.
• Collaborate with contractor partners and TriWest departments to ensure high quality of customer service (accuracy, courtesy), optimize resources, processes, and technology.
• Partner with TriWest's corporate training team to drive the execution of the contact center's quality and initial/gap training.
• Lead the appropriate call center certification annual re-certification program so full certification is achieved and maintained specific to cost-per-call, production, quality, and employee satisfaction metrics.
• Conduct performance evaluations and assist Contact Center Operations Directors in developing and administering professional development plans for team members.

2. Operations & Strategy:
• Partner with other contact center directors to oversee day-to-day performance operations of the contact center to ensure quality service delivery.
• Develop, implement, and monitor contact center processes and procedures to improve service delivery and reduce operational cost.
• Collaborate with senior leadership to define and execute contact center goals and strategies.
• Analyze and report on contact center metrics (e.g., call volume, resolution rates, customer satisfaction, etc.) to measure performance and identify areas for improvement. Identify and drive improvements where necessary. 3. Customer Experience:
• Monitor and enhance the customer experience through effective issue resolution and proactive problem-solving.
• Ensure adherence to contractual quality standards and service level agreements (SLAs). Ensure favorable Contractor Performance Assessment Report results concerning beneficiary, provider, and government customer satisfaction ratings and comments.
• Review and act on customer feedback to continuously improve performance.

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4. Technology & Tools:
• Partner with the Director of Digital Transformation in the evaluation and implementation of contact center technology to improve efficiency (e.g., CRM systems, call routing, quality and analytics).
• Ensure the contact center tools and platforms are optimized for performance and scalability.
• Work with IT teams to resolve any technology-related issues. 5. Financial & Budgetary Oversight:
• Support the Contact Center Directors of Operations the cost per call contact center, ensuring efficient resource allocation.
• Monitor cost control initiatives, including staffing, quality and performance related operational costs. 6. Compliance & Reporting:
• Ensure compliance with company policies, industry regulations, contact and legal requirements.
• Provide regular reports on contact center performance to senior leadership.
• Maintain and improve internal standards for customer service quality and satisfaction. This includes providing prompt responses to escalated inquiries (e.g., Congressional inquiries, grievances) and minimizing complaints related to customer service regarding accuracy of information provided and courtesy.
• Performs other duties as assigned.
• Regular and reliable attendance is required.

Competencies

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Empathy / Customer Service: Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position.

Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.

Information Management: Solid understanding of compliance and regulatory issues related to military and veterans' healthcare.

Leadership: Successfully manage different styles of employees; provide clear direction and effective coaching.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Problem Solving / Analysis: Detail-oriented with a strategic mindset, capable of driving continuous improvement.

Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills: Knowledge of Contact Center systems and best practices, TRICARE process, procedures and contract requirements.

Working Conditions

Working Conditions:

• Availability to work non-regular hours as required
• Onsite: Works within a standard office environment
• Remote: Private and secure workspace and workstation
• Ability to travel up to 25% of scheduled hours when requested

Company Overview

Taking Care of Our Nation's Heroes.

It's Who We Are. It's What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We're On a Mission to Serve®!

Our job is to make sure that America's heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we've proudly been on that important mission since 1996.

DoD Statement

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Benefits

We're more than just a health care company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Generous paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

*Annual base salary for Colorado, Hawaii, Illinois, Minnesota, Washington D.C. and Washington State residents: $164,000-$210,000 depending on experience*

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that cultivates and supports diversity at every organizational level, including hiring and retaining a diverse workforce, and we highly encourages candidates from all backgrounds to apply. Applicants are considered for positions without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.