Call Center Director

Call Center Director

Full Time (40 hours), 8:30am-5:30pm

Monday-Friday (Hybrid)

Earn $110,000 to $120,000

Join our team of Health Care Professionals!

Our growing healthcare services company is seeking Call Center Director to join our growing team.

The Call Center Director is responsible for overseeing and managing the operations of multiple call center programs within the healthcare organization. This role requires strategic leadership, operational excellence, and the ability to deliver exceptional service while meeting organizational goals. The Director will lead a team of managers and staff, ensuring high performance, compliance with healthcare regulations, and the consistent delivery of a positive customer experience. The ideal candidate will have extensive experience in managing diverse call center projects and implementing innovative strategies to enhance efficiency and customer satisfaction. Additionally, the Director is expected to drive change management initiatives and foster a culture of resilience, adaptability, and innovation within the call center team.

The ideal candidates will be responsible for:

• Develop and execute strategies to optimize call center operations across multiple projects, ensuring alignment with organizational objectives.
• Provide leadership and oversight to call center managers and supervisors, fostering a culture of accountability, teamwork, and continuous improvement.
• Monitor and analyze performance metrics (e.g., call volume, response time, resolution rates, customer satisfaction) to identify areas for improvement and implement corrective actions.
• Oversee recruitment, training, and development of call center staff to maintain a skilled and motivated workforce.
• Establish mentoring programs and career development pathways to promote employee growth and retention.
• Ensure compliance with healthcare regulations, HIPAA, and organizational policies in all call center activities.
• Stay updated on industry-specific regulations (e.g., CMS standards) and implement compliance best practices tailored to healthcare environments.
• Collaborate with cross-functional teams to address customer needs and improve workflows, including IT, HR, and clinical departments.
• Manage budgets and resources effectively, ensuring cost efficiency while maintaining high service standards.
• Develop and maintain relationships with stakeholders, including patients, families, and internal departments, to enhance service delivery.
• Evaluate and implement call center technologies, such as CRM and telephony systems, to improve operations and reporting capabilities.
• Introduce and oversee AI-driven tools, predictive analytics, and workflow automation solutions to enhance call center performance and forecasting.
• Lead regular team meetings and provide updates to executive leadership on call center performance, challenges, and opportunities.
• Prepare detailed performance reports, benchmarking results against industry standards, and present actionable insights to stakeholders.
• Perform other duties as assigned.

The qualified applicants must possess the following:

· Bachelor’s degree in Business Administration, Healthcare Management, or a related field; master’s degree preferred.

· 5 years of experience in call center management, with at least 3 years overseeing multiple projects in a healthcare or related industry.

· Strong understanding of call center technologies, metrics, and best practices.

· Experience leading teams through technology implementations or process changes in high-pressure environments.

· Proven ability to lead and develop large teams in a fast-paced, dynamic environment.

· Exceptional communication, problem-solving, and decision-making skills.

· Demonstrated experience in managing budgets and achieving operational efficiency.

· Knowledge of healthcare regulations and compliance standards, including HIPAA.

· Proficiency in Microsoft Office Suite and call center management software.

· Familiarity with AI-driven tools, analytics platforms, and emerging call center technologies.

Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to:

· Standing – Duration of up to 6 hours a day.

· Sitting/Stationary Positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods.

· Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc.

· Bending/Squatting – Have to be able to safely bend or squat to perform the essential functions under the scope of the job.

· Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas.

· Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.)

· Sight/Visual Requirements – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy.

· Audio Hearing and Motor Skills (Language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. In addition, they must be able to speak comfortably and clearly with language motor skills for customers to understand the individual.

· Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.

We offer Medical, Dental, Vision, Life Insurance, Short Term & Long-Term Disability plans, Paid Family Leave, 403B, Generous Vacation and Time Off plans, Tuition Reimbursement and MORE!

If your qualifications, meet our needs, please send your resume.

We are an equal opportunity employer

Job Type: Full-time

Pay: $110,000.00 - $120,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• New York, NY 10029: Relocate before starting work (Required)

Work Location: Hybrid remote in New York, NY 10029

Salary : $110,000 - $120,000