Director, Operations - Call Center
TLDR
Senior operations leader driving performance, efficiency, and service excellence in a high-volume call center, shaping scalable strategies with regulatory compliance focus.
- 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 to support business growth and budget achievement.
- Oversee workforce performance management, coaching, and development to ensure strong employee engagement and team effectiveness.
- Analyze operational performance data, forecasts, and reporting to identify trends, risks, and opportunities for improvement.
- Drive process optimization initiatives aimed at improving conversion rates, reducing attrition, and enhancing the customer experience.
- Implement systems and frameworks to monitor operational KPIs and ensure accountability across teams and leadership levels.
- Ensure compliance with all applicable regulations, including Medicare, Medicaid, HIPAA, and private insurance requirements.
- Lead continuous improvement initiatives focused on operational efficiency, cost control, and service excellence.
- Manage internal communication of performance results, action plans, and operational updates to stakeholders and executives.
- Oversee employee relations, including issue resolution, disciplinary actions, and policy enforcement when required.
- 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 initiatives.
- 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 and cross-functional stakeholders.
- Proficiency in Microsoft Office tools (Excel, Word, PowerPoint) and reporting systems.
- Strong understanding of compliance frameworks and regulated environments is highly desirable.
- Ability to manage competing priorities in a fast-paced, results-driven environment.
- Competitive salary with bonus and incentive opportunities.
- Comprehensive medical, dental, and vision insurance coverage.
- 401(k) retirement plan with company match.
- Paid time off including vacation and holidays.
- Remote or hybrid work flexibility depending on role requirements.
- Professional development and ongoing training opportunities.
- Wellness programs and mental health support resources.
- Opportunity to work in a mission-driven organization focused on improving healthcare outcomes.
- Strong culture of accountability, teamwork, and continuous improvement.
Requirements
This role requires a strong operational leader with extensive experience managing large-scale call center or customer operations environments. You are highly analytical, performance-driven, and capable of leading teams through complex operational challenges while maintaining a strong focus on customer experience and regulatory compliance.
Benefits
Benefits
Health Insurance
Comprehensive medical, dental, and vision insurance coverage.
Learning Budget
Professional development and ongoing training opportunities.
Paid Time Off
Paid time off including vacation and holidays.
Remote-Friendly
Remote or hybrid work flexibility depending on role requirements.
Wellness Stipend
Wellness programs and mental health support resources.
Jobgether runs the largest remote job platform, effectively linking job seekers with over 200,000 flexible and remote opportunities that match their unique skills and preferences. Our focus is on enhancing the hiring process, ensuring efficiency while prioritizing the candidate experience, particularly in the growing health and wellness sector.
- Founded
- Founded 2020
- Employees
- 11-50 employees
- Industry
- Professional Services