Director Contact Center Operations

$104,458 - $161,262/Yr

Intermountain Health - Las Vegas, NV

Full-time - Senior

Las Vegas, NV

Hospitals

About the position

The Director of Contact Center Operations is responsible for leading the operational management and overall performance of the call centers at Intermountain Healthcare. This role focuses on developing and implementing strategies to enhance customer service, optimize processes, and achieve organizational goals. The Director oversees a team of managers and staff, ensuring high productivity levels, customer satisfaction, and a culture of continuous improvement.

Responsibilities

• Oversees the daily operations of the contact center, ensuring efficient and effective service delivery.
• Monitors key performance indicators (KPIs) to assess the performance of managers and their teams and implements strategies to achieve or exceed targets.
• Collaborates with other departments to optimize processes and remove barriers to success.
• Designs and implements leadership development programs to enhance the skills and competencies of contact center managers.
• Mentors and coaches managers to improve their leadership capabilities and ensure alignment with company goals and values.
• Establishes performance standards and objectives for contact center managers and their teams.
• Conducts regular performance reviews and provides constructive feedback to managers, ensuring accountability and continuous improvement.
• Develops and executes the strategic vision for the contact center, aligning with the organization's overall goals and objectives.
• Identifies opportunities for innovation and improvement in contact center operations, including the adoption of new technologies and methodologies.
• Manages the recruitment, training, and retention of contact center managers, ensuring a high level of expertise and stability within the team.
• Develops and manages the contact center budget, optimizing resources to meet operational goals.
• Fosters a collaborative and inclusive culture within the contact center, encouraging open communication and teamwork.
• Serves as a key point of contact between the contact center and other departments, facilitating information flow and alignment on initiatives.
• Promotes a culture of continuous improvement, encouraging managers and their teams to seek out and implement process enhancements.

Requirements

• 7 years of management experience in call center operations.
• Master's degree in Business Administration or related field.
• Strong background in optimizing processes and resource management.
• Demonstrated ability to lead, mentor, and develop management teams.
• Expertise in setting performance standards and conducting performance reviews.
• Proven experience in strategic planning and aligning operations with organizational goals.
• Excellent communication skills for collaboration across departments.

Nice-to-haves

• Bachelor's degree in Business Administration, Management, or a related field.
• Three years in a senior leadership role.

Benefits

• Sign-on and relocation bonus when applicable.
• Annual Pay for Performance (AP4P) Plan for additional performance compensation opportunities.