Director, Call Center Operations

Description

The Director, Call Center Operations provides strategic and operational leadership for MedWiz’s call center function, with accountability for service performance, call quality, escalation management, issue resolution, follow-up processes, and continuous improvement. This role leads call center leaders and teams, manages the partnership with OKG, and works across the organization to ensure customer concerns are effectively triaged, resolved, and addressed through sustainable operational improvements.

Essential Job Functions and Responsibilities

• Set the strategy, priorities, service standards, and operating expectations for MedWiz call center operations.

• Lead call center leaders and teams, establishing accountability for service, quality, productivity, responsiveness, and customer experience.

• Oversee call monitoring and quality review processes to identify trends, coaching opportunities, service gaps, and recurring operational issues.

• Establish and continuously improve triage and escalation processes to ensure concerns reach the appropriate teams and receive timely resolution.

• Lead the partnership with OKG, including performance expectations, service quality, communication, escalation management, and continuous improvement.

• Partner with OKG and internal stakeholders to develop and maintain a closed-loop follow-up process for unresolved calls, escalations, and customer concerns.

• Provide leadership and escalation support for frustration calls, complex concerns, recurring issues, and situations requiring cross-functional intervention.

• Establish consistent approaches to de-escalation, problem-solving, service recovery, and issue resolution.

• Partner with Operations, Billing, Clinical, Account Management, Technology, and other teams to resolve systemic issues and improve customer experience.

• Analyze recurring call drivers, service failures, and root causes and lead cross-functional efforts to implement sustainable solutions.

• Establish, monitor, and communicate call center performance measures, including call volume, response time, abandonment, quality, resolution, repeat contacts, escalations, and follow-up completion.

• Use operational data, call reviews, and customer feedback to guide staffing, workflow, technology, training, and service improvement priorities.

• Develop call center leaders and team capability through coaching, training, performance management, succession planning, and ongoing development.

• Ensure appropriate training, call-handling standards, escalation protocols, scripts, job aids, and quality expectations are established and maintained.

• Ensure call center operations support applicable privacy, regulatory, company, and customer service requirements.

• Maintain strong partnerships with internal leadership and external partners and provide visibility to service trends, risks, performance, and improvement priorities.

• Perform other activities assigned by leadership.

• Physical/Work Environment: Work is primarily performed in an office or call center environment with extensive use of computers, telephones, headsets, and standard business technology. The position requires frequent verbal and written communication, prolonged periods of sitting or standing, and occasional movement or lifting of standard office materials. Regular interaction across teams and locations and occasional travel may be required. Reasonable accommodations may be provided in accordance with applicable law.

Requirements

Basic Qualifications

• Bachelor’s degree or equivalent senior-level experience.

• Recommended minimum of approximately 8–10+ years of progressively responsible experience in operations, call center, customer experience, service operations, or a related field, including approximately 4–5 years of progressive leadership experience.

• Demonstrated experience leading leaders and establishing strategy, performance expectations, and operating priorities for an established service function.

• Strong analytical, problem-solving, communication, de-escalation, and cross-functional leadership capabilities.

• Ability to translate operational data and customer feedback into service strategy and measurable improvements.

• Proficiency with operations and business technology tools.

Preferred Qualifications

• Experience leading call center or customer service operations within healthcare, pharmacy, long-term care, or another regulated environment.

• Experience managing an outsourced call center, BPO, vendor, or external service partner.

• Experience building quality assurance, triage, escalation, and closed-loop customer follow-up programs.

• Experience leading multiple teams or leaders across a complex or multi-site environment.

• Experience with customer experience strategy, workforce management, process improvement, change management, or service analytics.