Director of call center operations job description

We are seeking a Director of Security Operations to develop response strategies that improve McDonald's security posture and support enabling technologies to achieve business growth. You will lead both strategic and tactical elements of the Incident Response Team, oversee our partners within the Security Operations Center (SOC), and work in an advisory capacity to the architecture and engineering teams. Your inspiration and accountability to the incident response function will help continue to enable a nimble, effective, and scalable technical cybersecurity environment. You will help lead continuous improvement of the team's incident response effort through automation, and process maturity. As the Director of Security Operations, you will be responsible for continuous improvement to established processes to oversee detailed, market-centric tabletop exercises and wargames.

The Director of Security Operations must have the ability to foster a collaborative working relationship with security stakeholders across the global McDonald's environment. Demonstrated success in managing a global incident response team. A leader in this space will have experience in developing a strategic vision for incident response, familiarity with vulnerabilities, exploits, and threat analytics. Experience with enabling business stakeholders on lessons learned through engagements, and assessments.
Responsibilities

Oversee management of end-to-end incident response function, contracts, budgets, documentation of policy, standards, processes, and guidelines (PSPGs) to ensure an operating environment that is efficient and effective

Lead eDiscovery / Forensics requests based on requirements from external partners

Outline strategic initiatives and roadmap for the security operations team and incident response

Enable lessons learned for continuous improvement of playbooks and response capabilities

Manage outside partners to conduct large-scale investigations and examine endpoint and network-based sources of evidence

Direct improvements to SIEM and SOC efforts for continuous maturity to response times and SLA compliance

Effectively communicate investigative findings and strategies to technical staff, executive leadership, legal counsel, and internal and external clients

Oversight of the managed security service provided by a third-party SOC provider and the development and maintenance of an incident response program

Mentor, manage and motivate a high-performing team of senior managers/analysts and/or senior professionals and set clear priorities to achieve GTRM's goals

Work closely with the Sr Director of Operations to ensure that information security and risk management are embedded within the culture, requiring continuous improvement to a multifaceted set of functions to organize security and compliance risks related to information systems and assets.

Drive coordination, consensus, and execution to mitigate cybersecurity events and emerging threats

* Manage all aspects of the center, including, but not limited to, employees, donor retention, production goals, compliance activities, and financial targets

* Ensure compliance with all federal, state, local, and company-specific rules, regulations, and practices related to the quality and safety of products, donors, and employees

* Emphasize the importance of safety training and working safely; routinely monitors employees, and ensures work practices are performed safely

* Recruit donors by promoting the center's operations within the community; plans and implements special incentive programs to recruit and retain donors

* Maintain a clean and efficient work environment; ensure sufficient operating supplies are available as needed. May conduct routine internal procedures and documentation audits
* Monitor all marketing and advertising to ensure effectively executing programs for desired results
* Ensure collected products and samples are stored and maintained under established regulations and standard operating procedures
* Maintain confidentiality of all employee, donor, and center information
* Work collaboratively with employees, peers, and management to achieve business goals. Communicates continuously and resolves conflicts proactively
* Provide timely feedback on performance and initiates disciplinary action when necessary
* Conduct and facilitate performance evaluations for center staff
* Direct and monitor the performance of outside vendors
* Ensure equipment is maintained, validated, and available to achieve maximum donor flow
* Ensure plasma shipments are ready for pick up at the scheduled time and date
* Ensure responsible staff members are on call for freezer response 24 hours per day, seven days per week
* Develop a mechanism for feedback from donors regarding customer service
* Ensure center internal audits are executed on a routine basis and that corrective actions are completed in the allotted timeframe
* Learn and maintain thorough familiarity and compliance with all state and federal regulations, Standard Operating Procedure Manual, Occupational Safety and Health Administration (OSHA), Clinical Laboratory Improvement Amendments (CLIA), Current Good Manufacturing Practice (cGMP), and internal Company Procedures• Thorough knowledge of applicable Company and departmental policies and procedures as well as the willingness to learn and follow any policy or procedure that may be introduced in the future
* Maintain an open line of communication with Management
* Maintain a positive and professional demeanor during all interactions with donors, fellow employees, and vendors
* Ability to accept performance feedback in a professional manner
* Regular attendance and arriving on time to all scheduled shifts and mandatory meetings
* Other duties as assigned

Qualifications

* High school diploma or equivalent required; Bachelor's Degree preferred
* Minimum of three (3) years in a regulated industry and six (6) months managerial experience or;
* Associate's Degree in Science or Business Management with six (6) months managerial experience

Requirements

* Strong verbal and written communication skills
* Must have above average problem-solving and decision-making abilities
* Proficiency with computers
* Must have explicit attention to detail
* Must have excellent analytical skills, organization skills, and follow-up
* Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure and technical manuals
* Ability to interpret a wide variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Aspen Dental Management, Inc. (ADMI) is one of the largest and most trusted retail healthcare business support organizations in the U.S., supporting 18,000 healthcare professionals and team members at more than 1,100 health and wellness offices across 46 states in three distinct categories: Dental care, urgent care, and medical aesthetics. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. ADMI provides a comprehensive suite of centralized business support services that power the impact of four consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, and Chapter Aesthetic Studio. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale. Combined, the companies serve more than 30,000 patients a day and more than 8 million patients each year.

As a reflection of our continued growth, we have an exciting opportunity to join our team as the Director of Contact Center Operations.

The Director of Contact Center Operations will be the strategic thought partner and leader overseeing Aspen Dental's scheduling operations for a 350-person inbound and outbound scheduling contact center. This leader will demonstrate strategic vision and operational excellence to meet strategic goals in a fast-paced, high-growth environment.

The Director's success is measured by the organization's ability to provide a high-quality patient experience while meeting Service Level Agreements (SLA), improving call performance, improving resource efficiency, and adapting new proven technologies to increase efficiency and achievement of metrics. In addition, this role actively contributes to the overall company operational targets and daily business decisions.

The Director of Contact Center Operations executes the vision for the operation ensuring the Call Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.
**Job Duties and Responsibilities** :

+ Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call by

+ Oversee executional aspects of patient schedule management including setting SLAs, building effective processes leading to positive outcomes, and providing input on strategic updates

+ Direct and manage a team that includes Sr. Managers, Managers, Supervisors, Scheduling Center Agents, and other Scheduling Center personnel

+ Partner with WFM to provide recommendations on forecasting, staffing, hours of operation, and headcount with the goal of appropriate sales and service team coverage to hit SLAs and KPIs

+ Collaborate with IT to ensure smooth operational processes and procedures and ability to successfully serve patients during all operating hours

+ Oversee Outbound and inbound call strategy including staffing, call prioritization, and efficacy to meet or exceed goals KPI

+ Lead and participate on cross-functional teams which address strategic and business project with significant complexity and risk such as cost saving measure, efficiencies, regulatory and contractual requirements

+ Actively oversees the hiring process for new team members

+ Partner with Learning & Development to develop function-specific orientation and training programs for Scheduling Center Agents

+ Formulate policies and procedures that guide the Scheduling Center operations team and leads to efficient and effective performance

+ Ensure compliance with regulatory guidelines (HIPAA and Privacy Act) and standards and other quality assurance programs

**Minimum Qualifications** :

+ Bachelor's degree

+ MBA preferred

+ 7+ years of progressive advancement in strategy development and contact center operations management, strategy consulting experience a plus

+ Proven strength visualizing and leading strategic change. Ability to identify issues and opportunities, structure solutions, shape analyses, provide strategic recommendations, and drive execution

+ Strategic and analytical thinker with experience building strong systems and processes and precision in execution

+ Experience with analytically heavy operations projects

+ Proven track record managing people to achieve their highest potential

+ Strong problem-solving, critical thinking, creativity, and business acumen

+ Self-starter with the ability to drive projects with minimal oversight

+ Comfort with and excitement for building new things