Director, Contact Center Operations
Hybrid · Cleveland, Ohio, United States
Job Summary
The Director, Contact Center Operations leads all contact center functions at Medical Service Company, driving standardization, best-in-class customer service, and operational efficiency. The role focuses on end-to-end leadership of revenue cycle contact center operations, standardized workflows and policies, quality monitoring, and leveraging technology such as virtual voice agents, AI, and automation to improve access, reduce handle times, and scale operations. Responsibilities include cross-functional partnership (IT, Revenue Cycle, Clinical, Quality, Compliance, HR), setting service standards, monitoring performance, establishing KPIs across productivity, quality, service levels, and customer satisfaction, and developing leaders through training and coaching. The position requires a background in process standardization, data-driven decision-making, and a customer-first mindset, with experience in regulatory compliance (HIPAA) and experience applying AI tools to inform staffing and operations. The role is full-time and hybrid, with in-office days Tuesday–Thursday and remote work on other days, located in Cleveland, OH.
Required Qualifications
- Undergraduate Degree preferred (Business Administration)
- Minimum of five (5) years of progressive leadership experience in contact center operations
- Experience leveraging technology, automation, virtual agents, or AI to drive efficiency
- Strong analytical, problem-solving, and decision-making skills
- Excellent verbal and written communication skills
- Proficiency in contact center technologies, reporting tools, and Microsoft Office
- Strategic thinker with ability to translate vision into execution
- Collaborative leader with cross-functional relationship-building experience
- HIPAA compliance knowledge and patient confidentiality standards
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