Senior Director, Contact Center
hace 2 días
Englewood
Job Description Position: Senior Director, Contact Center Location: United States or Canada Reports to: Chief Operating Officer The Position: We are changing lives every day and are the leading team worldwide in the field of reproductive medicine, with leading clinical outcomes. Are you entrepreneurial minded? Do you enjoy building a thriving team culture that delivers best-in-class patient experience? The Senior Director, Contact Center is responsible for ensuring the strategy, people, processes, and capacity come together to deliver reliable execution and high-quality patient experience at scale. This is a highly cross-functional leadership role that owns the contact center operations – unifying engagement strategy, patient outreach, analytics, and performance management. The ideal candidate combines strong operational leadership with analytical rigor and change management. Essential Responsibilities • Own the contact center operating model, ensuring that patient-facing operations function as a coordinated system across outreach, contact centers, quality, training, and analytics, • Establish and maintain operating cadences (weekly, monthly, quarterly) that drive accountability, visibility, and follow-through across Care Experience leadership and operational teams., • Lead performance management across contact center operations, including forecasting, KPI monitoring, and mitigation planning tied to patient outreach throughput, utilization, lead times, and contact center productivity., • Oversee end-to-end operational workflows across care experience contact center, quality, talent development, and performance management., • Define and enforce decision rights, handoffs, service-level expectations, and escalation paths across operational teams., • Ensure effective agent performance management systems are in place through Quality Assurance, Training, and frontline leadership, using performance data to drive continuous improvement., • Act as a strategic thought partner to the COO, supporting SLT-level planning, reviews, and executive communications related to Care Experience operational performance and readiness., • Build and lead a high-performing hybrid call center serving multiple sites., • Develop and refine Standard Operating Procedures (SOPs) to ensure consistency, standardization and compliance., • Define and manage clear SLAs and KPIs focused on patient experience, responsiveness, and efficiency., • Identify and implement the best tech tools—telephony systems, CRM/EMR integrations, workforce management, and analytics platforms—to drive performance, and manage the support relationship with vendors, • Use tools and data to monitor results, identify bottlenecks, and lead continuous improvement efforts., • Collaborate closely with clinical operations and site leaders to align workflows and priorities, establishing the call center as a best-in-class support extension of the in-clinic team., • Recruit, train, and coach team members, building a culture of accountability and service excellence., • 8+ years of experience in call center, customer service, or patient access operations—ideally in a multi-site healthcare or service organization., • Proven success building or transforming a support operation, including process design, tool selection, and performance optimization., • Strong data-driven mindset; comfortable managing to metrics and dashboards., • Excellent leadership, communication, and remote-team management skills., • Knowledge of HIPAA compliance and patient privacy standards., • High business acumen and acuity, discernment for how to guide others to maximize performance, • High personal accountability for achieving results, high energy and strong drive to develop her/himself while learning our business model, • Ability to influence executives, VPs and other leaders to help drive processes, strategies, and adherence to proper business protocols, • Ability to collate, consolidate and think through data required to create actionable insights for leaders to optimize and implement, • Commitment to data-driven evaluation of initiatives and service levels, • Knowledge of PowerBI and ability to quickly learn internal EMR, reporting tools; ability to build excel models when necessary, • Problem solving and project management skills; understanding the big picture while being attentive to the details required to successfully implement and execute actionable items, • High level of personal agility; able to focus and deliver quick wins in a manner commensurate with the needs of the moment, • Agile thinker, able to quickly transform and convert opportunities into operational successes, • Exceptional written and communication skills, • Proven ability to build strong relationships with key organizational stakeholders and influence operational improvements with a strong balance of EQ and IQ, • Able to effectively leverage business and organizational knowledge within and across functions, • Excellent in Microsoft Office products including PowerPoint (storyboarding and executive communication), Excel, and Outlook, • Ability and willingness to travel nationwide/Canada up to 50% of the time, • Strong knowledge of principles and processes for providing exceptional customer service including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction, • Proven effective leadership, motivational, time management, decision-making, performance management, coaching, developmental, project management, financial planning, process improvement/strategic planning skills