Director of Operations, Call Center

Role Overview

This is a senior operations leadership opportunity for a call center environment in the United States. The role is focused on improving performance, efficiency, and service quality across a high-volume operation. You will shape operational direction, turn business goals into executable plans, and help the organization deliver stronger productivity, conversion, revenue impact, and customer satisfaction.

The position suits a leader who can combine strategic planning with practical day-to-day operational oversight. You will work closely with executive leadership, guide cross-functional initiatives, improve processes, and build a team culture centered on accountability, customer focus, and continuous improvement. The role is especially suited to someone who performs well in a regulated, metrics-driven setting.

Key Accountabilities

• Direct daily call center operations and keep activity aligned with targets for quality, productivity, revenue, and overall performance.
• Partner with executive leadership to create and roll out long-range operational plans that support growth and budget goals.
• Guide workforce performance management, including coaching and professional development, to strengthen engagement and team results.
• Review operational reports, forecasts, and performance data to spot patterns, risks, and improvement opportunities.
• Lead process enhancement efforts designed to improve conversion outcomes, lower attrition, and elevate the customer journey.
• Create and maintain frameworks for tracking KPIs and ensuring accountability at both team and leadership levels.
• Ensure operations remain compliant with relevant requirements, including Medicare, Medicaid, HIPAA, and private insurance rules.
• Drive continuous improvement efforts that support efficiency, cost discipline, and stronger service delivery.
• Communicate results, action plans, and operational updates clearly to executives and other stakeholders.
• Handle employee relations matters when needed, including issue resolution, discipline, and policy enforcement.

Requirements

This position calls for a strong operational leader with substantial experience in large-scale call center or customer operations settings. The ideal candidate is highly analytical, results-oriented, and comfortable guiding teams through complex challenges while keeping customer experience and compliance front and center.

• Bachelor’s degree in Business, Operations, or a related discipline, or equivalent practical experience.
• At least 5 years of experience leading operations in a call center or similarly high-volume customer service environment.
• Minimum 3 years of supervisory or management experience managing teams.
• Solid understanding of operational KPIs, workforce management, and methods for improving performance.
• Demonstrated ability to analyze data, build forecasts, and convert insights into action.
• Track record of driving process improvements and supporting organizational change.
• Strong leadership capability with experience coaching, developing, and motivating teams.
• Effective communication skills for working with executives and cross-functional partners.
• Proficiency with Microsoft Office tools, including Excel, Word, and PowerPoint, as well as reporting systems.
• Working knowledge of compliance frameworks and regulated environments is strongly preferred.
• Ability to balance multiple priorities in a fast-moving, results-focused environment.

Benefits

• Competitive pay with bonus and incentive potential.
• Medical, dental, and vision insurance coverage.
• 401(k) retirement plan with employer matching.
• Paid time off, including vacation and holidays.
• Remote or hybrid flexibility depending on the role's requirements.
• Access to professional development and ongoing training.
• Wellness programs and mental health support resources.
• Opportunity to contribute to a mission-driven organization focused on improving healthcare outcomes.
• A workplace culture built around accountability, collaboration, and continuous improvement.

Application Process

This opportunity is shared on behalf of a partner company, which handles applications and all next steps directly. A matching system is used to review applications against the role’s core requirements, and the strongest matches are shared with the hiring employer. Final decisions, interviews, and assessments are managed by the employer’s internal team.

Data Privacy and AI Notice

By applying, you agree that your personal data may be processed to assess your suitability for the role and shared with the hiring employer as needed. This processing is based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to the processing of your data at any time.

Artificial intelligence tools may be used to support parts of the hiring workflow, such as application review, resume analysis, or response assessment. These tools assist the recruitment process but do not replace human judgment, and final hiring decisions are made by people. For more information about data handling, you may contact the hiring team.