Healthcare Member Contact Center Director

Job Summary

A company is looking for a Sr. Director, Healthcare Member Contact Center.

Key Responsibilities

• Lead operational redesign and define strategies to improve service performance and efficiency across Customer Care
• Establish and oversee staffing models and operational workflows to ensure effective customer support
• Provide strategic oversight of workforce planning and capacity modeling, while driving continuous operational improvements

Required Qualifications

• Bachelor's degree in Business or related field, or equivalent work experience
• 10+ years of leadership experience in large-scale, multi-channel call center operations
• 10+ years of management experience in a regulated healthcare environment
• Proven record of operational leadership with measurable improvements in efficiency and service performance
• Experience implementing operational and technology improvements in call center environments