Director, Call Center Operations

Your RoleReporting to the Sr. Director, the Planning, Performance, and Enablement Customer Service plays a pivotal role in advancing the goals of Blue Shield of California and the Customer Experience department. As a key member of the Customer Service leadership team, this individual will lead and collaborate across our Share Markets operations - including subset of operational work for Government and Commercial areas that includes Provider, offshore back office, social media, and Behavioral Health operations, as well as Blue Card and our Hawaii Blues operations teams. Specifically, the Director of Shared Markets Customer Service role will be accountable for: Your Knowledge and ExperienceBachelor's degree required or equivalent Master's degree preferred Requires at least 10 years of experience, including at least 6 years of management experience Call center fundamentals and experience required, including experience with managing and leading a Provider contact center as a requirement Experience in reengineering call centers to achieve goals Experience with regulatory agencies Knowledge of Health Plan programs required Bilingual (Spanish) a plus Key Job CompetenciesExecutive leadership, communication, and influence, change management Critical thinking and decision making Problem solving & adaptability Emotional intelligence and team leadership