Director of Call Center
What You'll Lead
Our client is seeking an experienced Director of Call Center to lead a large, remote healthcare contact center supporting patients across multiple markets. This is a hands‑on senior leadership opportunity for someone who understands what it takes to operate a high‑volume inbound healthcare call center, develop strong managers, use data to drive decisions, and continuously improve the patient experience. The ideal candidate is a confident, analytical and people‑focused leader who enjoys turning performance data into action and knows how to build accountability without losing sight of the people behind the numbers.
You will provide overall leadership for a remote contact center of approximately 100 employees, primarily supporting inbound patient calls and appointment scheduling, with some outbound activity as well. The contact center operates Monday through Friday and handles a significant volume of patient interactions throughout the day. You'll lead through a team of managers and supervisors rather than directly managing every frontline representative.
Your Responsibilities Will Include:
Lead the overall day‑to‑day performance and strategy of a large, remote healthcare call center.
Manage and develop a team of managers, setting clear expectations and holding leaders accountable for team performance.
Establish and monitor meaningful performance metrics related to service levels, call volume, speed to answer, abandonment, productivity, quality, schedule adherence, and patient experience.
Use data and reporting to identify trends, uncover problems, and develop practical solutions.
Build effective staffing, scheduling, forecasting, and workforce‑management practices based on call volume and patient demand.
Coach and develop managers so they can effectively lead their teams and create a consistent, accountable culture.
Identify opportunities to improve processes, workflows, technology utilization, efficiency, and the overall patient experience.
Partner with internal leadership, clinical/operational teams, HR, IT, and other stakeholders to resolve issues and improve the operation.
Oversee quality and performance‑management processes and ensure coaching and corrective action are handled consistently.
Help establish best practices for a scalable, efficient contact center operation.
Evaluate contact center technology and ensure systems are being used effectively to support both employees and patients.
Provide senior leadership with regular reporting, performance insights, recommendations, and progress against key objectives.
Lead operational improvements and change initiatives across the contact center.
What We're Looking For:
We're looking for a proven healthcare call center leader who has successfully managed a large, high‑volume operation and knows how to lead through other leaders.
The Ideal Candidate Will Have: Healthcare call center/contact center experience — required
Experience leading a large remote contact center, ideally approximately 100 employees or more
Proven experience managing managers and developing frontline leadership
Experience overseeing a predominantly inbound call environment
Experience with high‑volume patient calls and appointment scheduling
Strong analytical and quantitative skills with the ability to use performance data to make decisions
A process‑oriented mindset with a track record of improving efficiency and performance
Experience with workforce management, staffing, forecasting, scheduling, and call‑center metrics
Strong understanding of contact center KPIs and how they connect to customer/patient experience
Experience leading change, implementing best practices, and improving operational processes
Excellent communication and leadership skills
The confidence and presence to lead an established team while building strong relationships with existing leaders
Experience with Athena or similar healthcare scheduling/EHR systems and Dialpad or comparable contact‑center/telephony platforms is a plus.
Bilingual English/Spanish Skills Are a Plus.
The Right Leadership Style
This role is about more than managing numbers. The successful candidate will be a strong, credible leader who can earn the trust of an established team while raising the level of performance and accountability. You'll inherit an experienced leadership structure and will have the opportunity to develop managers, introduce proven contact‑center practices, improve processes, and help the organization get more from the people and technology already in place. We are looking for someone who is data‑driven without being robotic, process‑oriented without being rigid, and confident enough to lead through change while bringing people along with them.
Compensation & Schedule
Competitive base salary plus bonus
Fully remote
Monday–Friday schedule
8:00 AM–5:00 PM or 9:00 AM–6:00 PM Eastern/Central time‑zone aligned schedule
