Contact Center Director

Description & Requirements

We are currently seeking qualified and motivated professionals interested in joining our team in support of an upcoming federal contract (pending award).

This position will play a key role in delivering high-quality services to our government client and will be contingent upon contract award.

As part of this project, you will support a federally funded initiative that provides essential medical readiness services-such as exams, screenings, dental care and preventive care-to individuals in remote or underserved areas.

Services are delivered through a network of providers and mobile teams, with remote coordination and scheduling.

The program ensures consistent access to care across dispersed populations and contributes to broader public service goals.
This project is currently in the bidding phase, and we're eager to consider strong candidates who may be a great fit for this opportunity.

The Contact Center Director position will lead and optimize operations.

This role is pivotal in ensuring the delivery of high-quality, patient-centered support services across a distributed network.

The ideal candidate will bring strategic leadership, operational excellence, and a passion for improving healthcare access through innovative remote engagement.

As the Contact Center Director, you will oversee a team of customer service professionals, workforce management, and technical specialists, driving performance, compliance, and continuous improvement.

You will collaborate closely with cross-functional teams to align call center operations with broader health readiness goals, ensuring timely, empathetic, and effective communication with patients and stakeholders.

Please note, the Contact Center hours of operation are Mon-Fri 6:00 a.m.

- 10:00 p.m.

EST & Sat-Sun 8:00 a.m.

- 9:00 p.m.

EST.

Essential Duties and Responsibilities:
- Maintain an understanding of the Contact Center processes and policies.
- Manage Contact Center Sr.

Managers, Managers, Supervisors, and Contact Center Staff.
- Ensure compliance with all applicable requirements of the contract, state, and federal regulations.
- Collaborate with various departments to ensure open communication, cooperation, and timely issue resolution.
- Oversee quality control and implements any necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center and enrollment functions.
- Provide final approval in the creation and implementation of innovative methodologies to improve Contact Center operations.
- Develop performance goals and objectives for the Contact Center and monitor the achievement of those goals.
- Coach team, set expectations, conduct performance appraisals and provide career development, corrective action and recognition for assigned staff.
- Analyze weekly/monthly/quarterly statistics.

-Develop and implement strategies to improve customer service and operational efficiency.

-Attain Ke...