Director, Contact Center Operations

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🔥 1 minute ago

🇺🇸 United States – Remote

💵 $140k - $170k / year

⏰ Full Time

🔴 Lead

📞 Call Center Representative

👻 Ghost score 0%

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CareTria

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💊 Pharmaceuticals

🏥 Healthcare

📦 Logistics

💰 Private Equity Round on 2025-07

Pharmaceuticals • Healthcare • Logistics

CareTria is a healthcare services company that operates patient-centric specialty pharmacy brands and an integrated platform connecting pharmaceutical manufacturers, specialty providers, and patients. It provides end-to-end patient access solutions (benefit investigation, electronic prior authorization, co-pay support, HUB integration), specialty pharmacy fulfillment (licensed across all 50 states, direct-to-patient cash programs, PAP/bridge/free trial support, white-label pharmacy), third-party logistics and samples management (3PL, warehousing, kitting, compliant sample distribution), plus provider engagement and eCommerce tools. CareTria’s platform emphasizes automation to accelerate therapy initiation (real-time benefit investigations in ~60 seconds), improve conversion rates, and reduce operational overhead for pharma partners and providers.

📋 Description

• Build and lead a fast-paced, compliant contact center of inside sales professionals supporting Healthcare Professionals • Drive outbound engagement through scripted product education, TeleSampling, and clinically grounded Teledetails • Own forecasting, analytics, performance optimization, process excellence, workforce strategy, sales enablement infrastructure, incentive design input, omnichannel coordination, and technology stack maturity • Build and run a sales-first operating rhythm covering planning, cadences, and coaching • Build scalable staffing structures for recruiting, hiring, training, and development • Create and manage incentive programs • Manage multi-site, multi-channel operations across phone, SMS, and chat/video, including onshore and offshore teams • Partner with Analytics to prioritize segments, allocate books of business, and refine territories, scripts, and digital sales aids • Monitor competitive trends affecting program performance and client satisfaction • Use call analytics and standardized scorecards to improve call guide adherence, clinical accuracy, objection handling, and close discipline • Deploy Salesforce CRM, intelligent IVR, sentiment analysis, and AI automation • Coordinate sample/literature programs and drive attendance at CME/webinars if offered • Deliver insights on pipeline, sample requests, Rx momentum, capacity, and ROI • Run weekly/monthly business reviews with corrective actions • Enforce PI/Fair Balance, HIPAA, and promotional standards; route off-label inquiries to MSLs and maintain audit-ready QA • Evaluate SOPs and work instructions and develop or recommend changes as needed

🎯 Requirements

• Experience with Veeva, Adobe Connect, FB Messenger, Chat integration and/or SMS • Experience with clinical detailing at scale (scripts, IVAs, objection handling) and integration of CME/webinars and samples/literature into the sales cycle • Experience creating and managing sales incentives • Prior success aligning Field Sales and Inside Sales • Project management experience • Bi-lingual, English and Spanish • Builder-operator mindset: rigorous, data-driven, and hands-on with clear standards and accountability • Clinically credible communicator who can coach reps to quality and influence cross-functional partners • Executive presence with Client and Senior Leadership communication and change leadership across sites and vendors • Demonstrated leadership skills in successfully managing remote teams and collaborating with key stakeholders and diverse work groups • Salesforce; predictive scoring and pipeline analytics • Proven knowledge of managing contact center operations and technology (NICE CXone, Genesys, 100ms), intelligent IVR, sentiment analysis, SMS/chat, dialer, WFM/QA • Call-recording/QA, digital sales aids/IVAs, knowledge base • Excellent written & verbal communication skills • Strong interpersonal skills, and demonstrated ability to lead, manage, develop, and motivate a large contact center team • Ability to manage change, such as technology implementations and restructuring, in a fast-paced environment • Strong technical aptitude and analytical skills • Experience managing a complex operation to perform to certain SLAs or KPIs • Location of job activities 100% inside • Extensive manual dexterity (keyboarding, mouse, phone) • Use of phone for communication • Ability to sit for prolonged periods of time • Occasionally lift, carry, and move up to 25 pounds

🏖️ Benefits

• Health insurance • Dental insurance • Vision insurance • Retirement plan options • Paid time off • Paid parental leave • Employee assistance programs • Other perks • Eligible employees may have access to performance bonuses

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