Director of Call Center Operations

Job Summary

A company is looking for a Director of Call Center Operations, responsible for leadership and strategic direction of the call center.

Key Responsibilities

• Oversee all operations of the call center to maintain service delivery standards and compliance
• Drive execution of growth initiatives related to the contact center and manage operational performance metrics
• Develop and maintain expert knowledge of the company's products and services to support operational improvements

Required Qualifications

• Bachelor's degree or equivalent business experience
• Minimum 7 years of operational experience in inbound and outbound call centers, preferably in healthcare
• Proven management experience with over 5 direct reports and 200+ indirect reports
• Strong understanding of HIPAA requirements and call center software applications
• Experience in managing strategic relationships with vendors, payers, or partners