What is the role of a Director, Contact Center Operations at Jobgether?

The Director, Contact Center Operations position at Jobgether is a Full-time or part-time position opportunity in the Executive/Management field.

Where is this Director, Contact Center Operations job located?

United States, Other / Non-US, United States

What type of employment is offered for this Director, Contact Center Operations role?

Full-time or part-time position

What is the expected salary for this Director, Contact Center Operations job?

Compensation will be discussed during the hiring process.

How can I apply for the Director, Contact Center Operations position at Jobgether?

You can apply directly through the application link provided.

Director, Contact Center Operations at Jobgether

Director, Contact Center Operations

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Contact Center Operations in United States.

This role is ideal for an experienced leader who can build, scale, and optimize a high-performing contact center supporting healthcare professionals. You will oversee multi-channel inside sales operations, driving measurable impact through data-driven coaching, process excellence, and strategic team development. The role blends operational leadership, technology adoption, and client-focused execution to deliver growth in prescribers, NRx, and TRx. You will manage forecasting, performance metrics, and workflow optimization while ensuring compliance and quality across all touchpoints. This position offers the opportunity to influence outcomes at scale, integrating innovative tools and analytics to enhance efficiency, conversion, and customer satisfaction. The environment is fast-paced, remote-friendly, and centered on operational excellence and measurable results.

Accountabilities:

Build and lead a scalable, high-performing inside sales contact center team with structured planning, coaching, and performance management
Own end-to-end operations across multi-channel engagement (phone, SMS, chat/video), balancing coverage, utilization, and quality
Partner with analytics to prioritize segments, refine territories, scripts, and digital sales aids, and optimize resource allocation
Deploy and manage technology stack including CRM, intelligent IVR, sentiment analysis, and AI automation to drive agent productivity and program effectiveness
Ensure regulatory and compliance standards are met, including PI/Fair Balance, HIPAA, and promotional standards
Develop incentive programs, monitor KPIs, and provide actionable insights through regular reporting and business reviews
Integrate marketing, sample, and literature programs to enhance reach and conversion while coordinating with cross-functional teams

Requirements:

Proven experience leading and scaling contact center operations, preferably in inside sales or healthcare settings
Strong expertise in CRM systems (Salesforce), analytics, and contact center technology (NICE CXone, Genesys, IVR, SMS/chat, WFM/QA)
Demonstrated success in coaching and developing remote, multi-site teams to achieve performance and compliance goals
Ability to create and manage sales incentives, optimize processes, and implement operational improvements
Excellent communication and stakeholder management skills with executive presence and the ability to influence senior leadership
Strong analytical skills and data-driven decision-making to optimize workflows, KPIs, and team performance
Preferred: experience with clinical detailing, CME/webinars integration, bilingual English/Spanish, and advanced degrees (MBA or life sciences discipline)

Benefits:

Competitive salary and performance-based incentives
Comprehensive healthcare coverage including medical, dental, and vision plans
Paid time off, sick leave, and company holidays
Flexible remote work environment with occasional travel as needed
Employee assistance programs and wellness initiatives
Opportunities for professional growth, learning, and leadership development
Access to industry-standard contact center technologies and tools
Dynamic, high-impact role with measurable influence on business outcomes

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Director, Contact Center Operations at Jobgether – United States

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