BAYADA Home Health Care is currently seeking an **Associate Director** to help guide and support managers within our Customer Care Center. This person will direct the day-to-day activities of the Electronic Intake team within the BAYADA Home Health Care Customer Care Center (CCC) and oversee the operations for the office. Administer policies and procedures and ensure all office activities comply with company standards. Rely on extensive experience and judgement to plan and accomplish goals while leading and directing the work of others. We’re BAYADA Home Health Care—a leading home health care company—and we are committed to delivering care with compassion, excellence, and reliability. In this role, you will have the opportunity to use your leadership and relationship-building expertise to lead a dedicated, professional team that plays a vital role in delivering high-quality care to our clients and their families. **MINIMUM QUALIFICATIONS:** + Exemplifies characteristics of The BAYADA Way: compassion, excellence, and reliability. + Four (4) year college degree. + Three (3) to five (5) years managerial experience in a senior role. + Experience supervising employees at various levels, including managers. + Five (5) years managing teams in a multi-channel contact center environment or equivalent work experience in a customer facing role. + Working knowledge of contact center metrics and strategies to improve operational performance. + Ability to drive a team’s performance through excellent leadership and motivational skills. + Experience in developing team members through mentoring and enabling staff to advance through career tracks. + Possess problem solving ability, excellent organizational skills with strong attention to detail. + Ability to foster interpersonal relationships. + Must have the ability to effectively present information and respond to questions from the groups of employees, managers, directors, and clients. + Strong business acumen through creation of new solutions that support business needs or improve workflow/processes. + Demonstrated record of goal achievement and exceeding performance standards. + Acceptable pre-employment assessment results. + Ability to read, write and effectively communicate in English. **PRIMARY RESPONSIBILITIES:** + Demonstrate and communicate the core values of BAYADA and _The BAYADA Way_ . + Develop working knowledge of BAYADA’s mission, services, people, organization, policies and procedures. + Direct and supervise the activities of the Electronic Intake team. + Responsible for the overall direction and coordination of Electronic Intake managers and employees. + Interview, hire, and train employees; plan, assign, and direct work; appraise and reward performance and discipline employees; address complaints and resolve problems. + Manage the Electronic Intake team to meet and exceed all Key Performance Indicators (KPI) and performance metrics. + Enhance communication with Practice Leaders through regular communication of CCC performance as well as detailed referral data and trend analysis + Lead the Electronic Intake managers and associates to perform at the highest level through the use of key data points and reporting analysis. + Communicate and consult with Director/Division Director regarding workflow and procedural changes prior to implementation in order to ensure operational efficiency is properly maintained. + Participate in the development of CCC policies and procedures in order to better serve our clients. + Review and make recommendations for revisions of company operating systems to ensure they are current, efficient, effective, and reliable. + Manage the office in relation to BAYADA KPIs and Central Support Service Practice Universal Measures. + Foster a concept of teamwork and instill accountability in team members. + Cultivate positive and long-term relationships with employees, referral sources and service offices. + Work closely with internal stakeholders and participate in the specialty practice initiatives for new business opportunities. + Participate in performance improvement initiatives. Monitors progress and standards. + Attend meetings as a representative of CCC. + Demonstrate solid performance or exceed performance standards in key job dimensions/attributes as defined on the Performance Appraisal for Office Staff. + Perform related duties, or as required or requested by supervisor. **Why choose BAYADA?** + BAYADA offers the stability and structure of a national company with the values and culture of a family-owned business. + https://www.newsweek.com/rankings/americas-greatest-workplaces-diversity-2024/bayada + Newsweek'sBest Place to Work for Diversity 2023 + Newsweek Best Place to Work for Women 2023 + Newsweek Best Place to Work (overall) 2024 + Newsweek Best Place to Work for Women and Families 2023 + Glassdoor Best Places to Work 2018 and 2019 + Forbes Best Places to Work for Women 2020 + Paid Weekly + AMAZING culture + Strong employee values and recognition + Growth opportunities + BAYADA offers a comprehensive benefits plan that includes the following: Paid holidays, vacation and sick leave, vision, dental and medical health plans, employer paid life insurance, 401k with company match, direct deposit and employee assistance program + To learn more about Bayada benefits, www.bayada.com/benefits **As an accredited, regulated, certified, and licensed home health care provider, BAYADA complies with all state/local mandates.** BAYADA Home Health Care, Inc., and its associated entities and joint venture partners, are Equal Opportunity Employers. All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, age, disability, pregnancy or maternity, sexual orientation, gender identity, citizenship status, military status, or any other similarly protected status in accordance with federal, state and local laws. Hence, we strongly encourage applications from people with these identities or who are members of other marginalized communities.