Director of Call Center Administration

Job Summary

Leading the engagement-focused operations of the call center, the full-time salaried Director of Call Center Administration will manage a large, distributed team, ensuring staff are equipped to deliver compassionate service while overseeing telehealth program delivery and client outcomes.

Key responsibilities

• Provide direct supervisory leadership to team leads and supervisors, fostering a high-performing and engaged team structure
• Oversee member engagement programs, ensuring adherence to clinical and program outcomes while partnering with program leadership
• Monitor operational delivery of client program commitments, including engagement rates and member satisfaction metrics

Required qualifications

• Bachelor's degree in business, communications, healthcare administration, or a related field, or equivalent work experience
• Eight or more years of contact center operations experience, with at least five years in care-coordination focused environments
• Five or more years of direct people management experience, preferably in healthcare or telehealth
• Demonstrated experience in telehealth or health services delivery, with a strong understanding of clinical and program outcomes
• Proven experience managing health plan payer expectations, including Medicaid Managed Care or Medicare Advantage environments