Senior Director of Contact Center

Job Summary

A company is looking for a Senior Director, Contact Center.

Key Responsibilities

• Provide visionary leadership for the national contact center strategy focused on exceptional patient experience
• Drive strategic alignment with enterprise KPIs and patient experience metrics
• Build and lead a high-performing leadership team overseeing contact center agents and support staff

Required Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Communications, or related field required; Master's degree preferred
• 10+ years of experience in healthcare call center operations or related RCM leadership roles
• 5+ years managing multi-site, high-volume contact centers
• Demonstrated success in improving patient satisfaction and managing large teams
• Experience with call center platforms and patient experience tools