Contact Center Director

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

📞 Call Center Representative

👻 Ghost score 10%

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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

• Lead enterprise contact center performance, governance, culture, and strategic direction across all Central Florida markets. • Oversee omnichannel service delivery across voice, digital, and asynchronous channels, workforce management, quality assurance, technology governance, vendor management, and talent development. • Lead three Market Managers, the Quality Manager, and the WFM & Business Systems Administrator. • Own KPI target-setting, weekly cross-market operations reviews, executive reporting, escalation governance, operating calendars, and the improvement roadmap. • Lead manager performance reviews, development plans, Team Lead authority formalization, talent strategy, onboarding, succession planning, and quarterly all-hands communications. • Sponsor and govern the enterprise quality assurance program, remediation plans, training integration, and calibration. • Approve staffing plans, review forecasting and adherence, authorize overtime, and manage HGBPO headcount forecast submissions. • Serve as primary contract authority for the HGBPO after-hours vendor, including SLA monitoring, business reviews, contractual oversight, invoice reconciliation, and remediation tracking. • Govern contact center technology and channel changes, including ACD configuration, Dialpad migration, WFM setup, digital enablement, and AI deployments. • Develop the 12-month strategic plan, annual operating budget, cross-functional leadership participation, FA-1 through FA-8 diagnostic assessment, and quarterly business reviews.

🎯 Requirements

• Authorization to work in the U.S.; InnovaCare participates in E-Verify and requires Form I-9 verification.