Operations Director – Call Center

Job not on LinkedIn

🔥 4 minutes ago

🏈 Alabama, Florida, +5 more states – Remote

🏈 Alabama – Remote 🐊 Florida – Remote ⚜️ Louisiana – Remote 🎸 Mississippi – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $105k / year

⏰ Full Time

🔴 Lead

📞 Call Center Representative

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Esri

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🏢 Enterprise

☁️ SaaS

🤝 B2B

Enterprise • SaaS • B2B

Esri is a leading geospatial software company that develops ArcGIS, a comprehensive platform for mapping, spatial analytics, and location intelligence. Its products enable organizations across industries to integrate, visualize, and analyze geographic data for decision-making, operations, and digital twins, delivered via on-premises deployments, cloud services, APIs, and developer tools. Esri primarily serves enterprises, government agencies, and other organizations with B2B SaaS and platform solutions.

📋 Description

• Oversee daily Patient Access contact center operations to ensure consistent service delivery, operational coverage, productivity, schedule adherence, quality, and client satisfaction. • Manage and support Patient Access leadership, including Patient Access Managers, Floor Managers, Team Leads, Supervisors, or other assigned operational leaders. • Ensure leaders are effectively managing employee performance, attendance, productivity, quality, coaching, corrective action, and daily operational execution. • Monitor real-time and historical department performance to identify staffing gaps, queue concerns, service level risks, workflow issues, and performance trends. • Ensure Patient Access teams meet or exceed established KPIs, including service level, abandonment rate, average speed of answer, average handle time, schedule adherence, productivity, quality scores, attendance, and client-specific performance metrics. • Partner with Workforce Management to ensure proper staffing, schedule coverage, intraday management, overtime control, VTO usage, and forecast alignment. • Ensure operational leaders are reviewing agent activity, call volume, schedule adherence, login/logout activity, timekeeping discrepancies, and other performance indicators. • Identify operational barriers and implement action plans to improve performance, efficiency, quality, employee accountability, and patient/customer experience. • Maintain a strong understanding of all Patient Access workflows, including scheduling support, answering service support, call routing, client-specific scripting, escalation procedures, and documentation requirements.

🎯 Requirements

• Associate degree in Business Administration, Healthcare Administration, Operations Management, or related field required; bachelor's degree preferred. • Minimum of 5 years of call center/contact center operations experience required. • Minimum of 3 years of supervisory or management experience in a healthcare, medical call center, patient access, centralized scheduling, answering service, or customer service contact center environment required. • Experience managing remote or geographically dispersed employees strongly preferred. • Strong understanding of call center KPIs, including service level, abandonment rate, average handle time, schedule adherence, occupancy, productivity, quality, attendance, and customer/patient experience metrics. • Experience using workforce management, call center, telephony, reporting, HRIS, quality monitoring, AI-enabled workflow, or automation tools. • Proficiency with Microsoft Office, Outlook, Teams, Excel, PowerPoint, AWS Connect or similar contact center platforms, company-approved AI/automation tools, and other business communication/reporting tools. • Ability to understand and apply AI agents, AI workflows, and automation concepts to enhance human operator productivity, streamline post-call work, improve reporting, and support operational efficiency. • Ability to analyze operational data and convert findings into clear action plans. • Knowledge of HIPAA, PHI confidentiality expectations, healthcare call center operations, and patient/customer service standards. • Ability to work flexible hours as needed to support a 24/7 or extended-hours operation, client needs, urgent escalations, staffing gaps, or business continuity needs.