Call Center Director
Company: Verida Inc
Location: Villa Rica
Posted on: February 16, 2026
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Job Description:
Job Description Job Description SUMMARY: To manage the Call
Center to facilitate the maximization of resources (human and
automated) to achieve customer satisfaction, productivity, contract
compliance and financial goals. Plan and develop strategies and
procedures to improve the operating quality and efficiency of the
department. ESSENTIAL FUNCTIONS Oversees daily activities of
Customer Service, Routing, Dispatch and Special Services
departments to maximize scheduling and real-time utilization of
resources; analyzes and recommends employee staffing, training and
leadership for the department that has over 50 employees. Meets and
exceeds contractual and company required metrics – Average Speed of
Answer, Abandoned Rate, Grade of Service, etc. Administers staffing
scheduling in coordination with call center Supervisors.
Communicates job expectations; monitoring, appraising, and
reviewing adherence to established policies and procedures.
Executes contingency plans as needed; escalates and directs
activities during systems failures, outages, disasters, etc.;
identifies potential problems, troubleshoots, and escalates issues
to local and network management; participates in post-incident
analysis of system/program malfunctions providing input for future
process improvements. Uses knowledge of Workforce Management tools
and techniques to ensure staff performance targets for calls;
accuracy, efficiency, and quality are met on a daily, weekly, and
monthly basis. Reviews ongoing performance results to targets.
Takes immediate corrective measures and escalates as needed. Verify
daily monitoring of random calls is performed to meet contractual
and organizations’ standards requirements, improve quality,
minimize errors, and track operational performance. Identify
additional training needs, plan training sessions, and track
performance improvement. Maintains a favorable working relationship
with all other company employees to foster and promote a
cooperative and harmonious working climate which will be conducive
to maximum employee morale, productivity, and
efficiency/effectiveness. Keeps leadership promptly and fully
informed of all problems or unusual matters of significance and
takes prompt corrective action where necessary or suggests
alternative courses of action which may be taken. Communicates
areas of accountability and performance expected of personnel
assigned Develop in-depth knowledge of all call center functions
with a particular focus on the Dispatch process. Understand the
challenges of meeting our members’ needs, special rates, provider
demands, IT issues. Manage the financial expectations of the call
center – cost of labor, overtime, spending of revenue. Know the
regulatory requirements of contracts and maintain acceptable
metrics. Understand what drives the metrics and how to achieve the
goals. Prepares call center performance reports by collecting,
analyzing, and summarizing data and trends. REQUIRED SKILLS AND
ABILITIES Excellent customer service skills, excellent verbal and
written communication. Ability to multitask in a fast paced
environment with strong analytical and statistical acumen. Strong
leadership and organizational skills, including time management and
documentation, workforce management tools and call center
technology. Strong computer skills. Proficiency and speed working
in all Microsoft Office products. Understands causes and impact of
turnover. Has a good understanding of understanding of our
contracts to Insight to software to people. Able to set targets and
offer incentives to create a positive work environment, maintain
drive and energy. Demand and provide high level of customer service
amongst stakeholders – members, providers, facilities, payers, and
staff. Have a structured recruitment, orientation, retention
program – hire and keep the right people QUALIFICATION College
Degree from an accredited college or university and/or commensurate
experience Must have 5 or more years of Call Center leadership.
Keywords: Verida Inc, Roswell , Call Center Director, Customer Service & Call Center , Villa Rica, Georgia
