Director of Call Center Operations - Remote

Overview

The Director, Call Center Operations is responsible for overseeing the centralization of call center functions, combining the Access Center and Care Navigation teams within Array, focusing on operational excellence and patient satisfaction.

In Short

• Lead integration of Access Center and Care Navigation teams.
• Develop strategies to streamline processes and improve service delivery.
• Supervise and mentor call center managers and staff.
• Analyze processes and implement best practices.
• Utilize data-driven approaches to optimize call handling.
• Oversee transition to new systems and technologies.
• Establish performance metrics and KPIs.
• Ensure high standards of patient service and satisfaction.
• Collaborate with IT and clinical teams for seamless integration.
• Design training programs for center staff.

Requirements

• Bachelor’s degree, Master’s preferred.
• 7+ years’ experience in call center management.
• Experience managing large-scale call center operations.
• Strong understanding of call center technologies.
• Excellent leadership, communication, and interpersonal skills.
• Experience in high growth company.
• Ability to analyze data and make strategic decisions.
• Experience in healthcare or medical practice settings desired.

Benefits

• Pay range of $140,000 - $160,000 annually.
• Medical, dental, and vision insurance.
• 20 days of accrued PTO annually.
• 401k plan.