Director, Operations - Call Center in United States at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Operations - Call Center based in the United States.

This is a senior operational leadership role responsible for driving performance, efficiency, and service excellence across a high-volume call center environment. The Director of Operations will define strategic objectives, establish operating plans, and ensure strong execution against key metrics including productivity, quality, revenue impact, and customer satisfaction. In this role, you will partner closely with executive leadership to translate business goals into scalable operational strategies that improve conversion rates, reduce attrition, and enhance the overall customer experience. You will lead cross-functional initiatives, implement process improvements, and oversee the development of a high-performing, customer-focused team. This position requires a strong balance of strategic thinking and hands-on operational leadership in a regulated, data-driven environment. It is ideal for someone who thrives in fast-paced settings where accountability, performance, and continuous improvement are central to success.

• Lead, design, and execute daily call center operations while ensuring alignment with performance, quality, revenue, and productivity targets.
• Develop and implement long-term operational strategies in collaboration with executive leadership to support business growth and budget achievement.
• Oversee workforce performance management, coaching, and development to ensure strong employee engagement and team effectiveness.
• Analyze operational performance data, forecasts, and reporting to identify trends, risks, and opportunities for improvement.
• Drive process optimization initiatives aimed at improving conversion rates, reducing attrition, and enhancing the customer experience.
• Implement systems and frameworks to monitor operational KPIs and ensure accountability across teams and leadership levels.
• Ensure compliance with all applicable regulations, including Medicare, Medicaid, HIPAA, and private insurance requirements.
• Lead continuous improvement initiatives focused on operational efficiency, cost control, and service excellence.
• Manage internal communication of performance results, action plans, and operational updates to stakeholders and executives.
• Oversee employee relations, including issue resolution, disciplinary actions, and policy enforcement when required.

This role requires a strong operational leader with extensive experience managing large-scale call center or customer operations environments. You are highly analytical, performance-driven, and capable of leading teams through complex operational challenges while maintaining a strong focus on customer experience and regulatory compliance.

• Bachelor’s degree in Business, Operations, or related field, or equivalent experience.
• 5+ years of experience in operations leadership within a call center or high-volume customer service environment.
• At least 3+ years of supervisory or management experience leading teams.
• Strong understanding of operational KPIs, workforce management, and performance optimization strategies.
• Proven ability to analyze data, build forecasts, and translate insights into actionable operational improvements.
• Experience implementing process improvements and driving organizational change initiatives.
• Strong leadership skills with the ability to coach, develop, and motivate high-performing teams.
• Excellent communication skills with the ability to interact effectively with executives and cross-functional stakeholders.
• Proficiency in Microsoft Office tools (Excel, Word, PowerPoint) and reporting systems.
• Strong understanding of compliance frameworks and regulated environments is highly desirable.
• Ability to manage competing priorities in a fast-paced, results-driven environment.

• Competitive salary with bonus and incentive opportunities.
• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) retirement plan with company match.
• Paid time off including vacation and holidays.
• Remote or hybrid work flexibility depending on role requirements.
• Professional development and ongoing training opportunities.
• Wellness programs and mental health support resources.
• Opportunity to work in a mission-driven organization focused on improving healthcare outcomes.
• Strong culture of accountability, teamwork, and continuous improvement.