Call Director

Title: Call Director

Location: Kansas, Missouri; United States

time type: Full time

job requisition id: R2025568

Job Description:

The Call Director Specialist supports the customer service team by managing incoming calls through the Automated Call Distributor (ACD) system and ensuring they are routed quickly and accurately to the appropriate department or individual. This high-volume, fast paced role requires the ability to make quick, accurate decisions while maintaining strong interpersonal and communication skills. The ideal candidate demonstrates excellent listening abilities, speaks clearly and professionally, maintains reliable attendance, and works independently. By efficiently managing call flow, the Call Director Specialist plays a key role in supporting customer service representatives and ensuring timely responses to customer inquiries.

"This position is eligible to work onsite or remote in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate to an approved state as a condition of employment."

Why Join Us?

• Family Comes First: Total rewards package that promotes the idea of family first for all employees; including paid time off and family first leave.
• Professional Growth Opportunities: Advance your career with ongoing training and development programs both through our internal Blue University and external opportunities.
• Dynamic Work Environment: Collaborate with a team of passionate and driven individuals.
• Make a Positive Impact: Your work will directly contribute to the health and well-being of Kansans.
• Balance: paid vacation and sick leave with paid maternity and paternity available immediately upon hire

Compensation

$18.34- $ 21.80

Non-Exempt Grade 10

• Blue Cross and Blue Shield of Kansas offers excellent competitive compensation with the goal of retaining and growing talented team members. The compensation range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive wages that align with the individual's skills, education, experience, and training. The range may vary above or below the stated amounts.

Are you ready to make a difference? Choose to work for one of the most trusted companies in Kansas.

What you'll do

Responsibilities:

• Communicate via telephone for most of the workday, directing caller inquiries appropriately.
• Use the Avaya phone system to identify and connect calls to the correct recipient or department.
• Assess caller needs and determine the best course of action for routing.
• Regular and predictable attendance is an essential job function as defined by policy.
• Apply critical thinking skills to analyze and identify caller needs using CSI2 system, support materials, and related tools.
• Handle calls in a timely and accurate manner according to LOS requirements.
• Maintain confidentiality and comply with the corporate compliance program.
• Follow and implement corporate information security policies, standards, and guidelines relative to access control.

What you need

Knowledge/Skills/Abilities:

• Strong listening, verbal communication, and organizational skills.
• Self-motivated with sound independent judgment to make quick decisions.
• Skilled at managing multiple priorities in a fast-paced environment while maintaining quality.
• Flexible to work varied schedules between 7:00a.m. and 4:30p.m. as needed.
• Proficient in grammar, spelling, writing, typing, and cognitive skills.
• Demonstrates professionalism when interacting with external customers and internal staff at all levels.

Education and Experience:

• High school diploma or equivalent required.
• Effective communication, active listening, and organizational skills are necessary.
• Experience in telecommunications preferred.
• Experience with CSI2 and PC is preferred.

Physical Requirements:

• Ability to sit for extended periods while working at a computer workstation.
• Manual dexterity to use a keyboard, mouse, and telephone equipment.
• Visual acuity to read screens, documents, and digital information.
• Ability to communicate clearly via telephone and in person.

Our Commitment to Connection and Belonging

At Blue Cross and Blue Shield of Kansas, we are committed to fostering a culture of connection and belonging, where mutual respect is at the foundation of our workplace. We provide equal employment opportunities to all individuals, regardless of race, color, religion, belief, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military or veteran status, family or parental status, or any other characteristic protected by applicable law.

Blue Cross and Blue Shield of Kansas conducts pre-employment drug screening, criminal conviction check, employment verifications and education as part of a conditional offer of employment.