Contact Center Director

Job not on LinkedIn

🕒 September 1

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

📞 Call Center Representative

👻 Ghost score 43%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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InnovaCare Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

💰 Venture Round on 2019-01

Healthcare • Healthcare Insurance

InnovaCare Health is a healthcare provider offering high-quality senior healthcare services through a network of practices and providers across central and northern Florida. By understanding the unique health needs of their patients, they empower individuals to take control of their healthcare and live healthier lives. InnovaCare Health provides a variety of services, including transportation, diagnostic testing, telehealth, primary care, and specialized in-house services such as gynecology, nephrology, and cardiology. Their facilities also feature senior centers focused on social, physical, emotional, and intellectual needs, and offer comprehensive care coordination, ultrasound, and medical screening programs for early disease detection. With 24/7 on-call physicians and a commitment to community engagement, InnovaCare Health is dedicated to ensuring convenient and accessible care for all patients.

📋 Description

• Own enterprise contact center performance across all Central Florida markets and channels • Establish, publish, and monitor contact center KPI targets against COPC CX Standard and SQM Healthcare standards • Chair weekly cross-market operations reviews and issue written decisions with accountability assignments • Deliver monthly executive operational summaries to the Executive Sponsor • Implement escalation governance for patient complaints, QA fatal errors, SLA failures, and technology incidents • Maintain the operating calendar, initiative register, improvement roadmap, and prioritization framework • Lead three Market Managers, the Quality Manager, and the WFM & Business Systems Administrator • Establish formal authority and accountability for five Team Leads • Partner with HR on competency profiles, structured onboarding, succession, and internal promotion pathways • Facilitate quarterly all-hands communications • Sponsor and govern enterprise QA across voice and digital channels • Review QA dashboards, approve remediation plans, and ensure findings inform training and coaching • Approve weekly staffing plans, review forecast accuracy and adherence, authorize overtime, and oversee headcount forecasting • Serve as primary contract authority for the HGBPO after-hours vendor and chair monthly business reviews • Monitor contractual KPIs, operational obligations, invoice reconciliation, escalation contacts, and after-hours readiness • Approve contact center technology and channel configuration changes before deployment • Own the Dialpad migration, WFM setup, CC Pods OFP, NovelVox/Athena pilot, digital enablement, and AI initiative portfolio • Partner with IT on integration priorities, uptime SLAs, and platform governance • Develop the annual 12-month strategic plan and operating budget • Represent the contact center in clinical operations, patient experience, and technology governance forums • Lead participation in the FA-1 through FA-8 diagnostic assessment and implement findings • Prepare and present quarterly business reviews to the Executive Sponsor

🎯 Requirements

• Must be authorized to work in the U.S.; InnovaCare participates in E-Verify and requires Form I-9 verification • Executive-level contact center leadership experience implied by the Director role and scope • Experience governing omnichannel contact center operations across voice, digital, and asynchronous channels • Experience with workforce management, quality assurance, technology governance, vendor management, and talent development • Knowledge of COPC CX Standard and SQM Healthcare standards • Experience with KPI governance, including service level, ASA, abandonment rate, AHT, digital response time, FCR, QA score, and schedule adherence • Experience leading Market Managers, Quality, and WFM/business systems functions • Experience with QA calibration, remediation plans, coaching, and training integration • Experience with staffing plans, forecasting, adherence, overtime authorization, and headcount planning • Experience with vendor contract, SLA, performance, and escalation management • Knowledge of ACD, IVR, routing, skills, Dialpad, WFM systems, digital channel platforms, and AI governance • Experience with strategic planning, operating budgets, executive reporting, and cross-functional leadership • Ability to oversee HIPAA, MSA, SOW, and contractual compliance matters

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