Director, Operations - Call Center
New
Based in the United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in operations leadership; 3+ years of supervisory or management experience
- Required Skills
- Microsoft OfficeProcess improvementHIPAA
Requirements
- Bachelor’s degree in Business, Operations, or related field, or equivalent experience.
- 5+ years of experience in operations leadership within a call center or high-volume customer service environment.
- At least 3+ years of supervisory or management experience leading teams.
- Strong understanding of operational KPIs, workforce management, and performance optimization strategies.
- Proven ability to analyze data, build forecasts, and translate insights into actionable operational improvements.
- Experience implementing process improvements and driving organizational change.
- Strong leadership skills with the ability to coach, develop, and motivate high-performing teams.
- Excellent communication skills with the ability to interact effectively with executives.
- Proficiency in Microsoft Office tools (Excel, Word, PowerPoint) and reporting systems.
- Strong understanding of compliance frameworks and regulated environments.
Responsibilities
- Lead, design, and execute daily call center operations while ensuring alignment with performance, quality, revenue, and productivity targets.
- Develop and implement long-term operational strategies in collaboration with executive leadership.
- Oversee workforce performance management, coaching, and development.
- Analyze operational performance data, forecasts, and reporting to identify trends.
- Drive process optimization initiatives aimed at improving conversion rates.
- Implement systems to monitor operational KPIs and ensure accountability.
- Ensure compliance with all applicable regulations, including Medicare, Medicaid, HIPAA, and private insurance.
- Lead continuous improvement initiatives focused on operational efficiency and cost control.
- Manage internal communication of performance results and operational updates.
- Oversee employee relations and policy enforcement.
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