Director of Call Center Operations
$110,000–$125,000 year
HybridGreenbelt, Maryland, United States
Job Summary
Lead daily call center operations for inbound and outbound patient communications, overseeing workflows across phone, SMS, email, and AI platforms. Manage workforce planning, scheduling, and capacity to optimize staffing while maintaining service levels and KPIs. Develop strategic roadmaps, establish departmental goals, and execute operational initiatives that drive patient access, retention, and revenue growth. Partner cross-functionally with Operations, Sales, Marketing, and IT to optimize patient journeys and implement scalable solutions. Present performance data and strategic recommendations to executive leadership.
Required Qualifications
- High school diploma or equivalent
- Four years of call center supervisory or management experience, including experience at the director or senior manager level
- Minimum of three years leading managers, supervisors, or other people leaders
- Experience overseeing both inbound and outbound contact center operations
- Demonstrated experience managing workforce planning, forecasting, and operational performance in a high-volume environment
- Proven history of improving operational performance through process improvement, technology adoption, and data-driven decision making
- The ability to interact with, support, and influence positively the behavior and activities of patients, physicians and team members
- Familiarity with contact center software and related KPI's that drive productivity and performance
- Exceptional communication and organization skills include the ability and skills to present to the executive and board level members. Also includes the ability to translate operational needs into technical requirements for IT and analytics teams.
- Analytical, detail-oriented approach to problem solving and business growth
- Flexibility and adaptability as it relates to schedules, responsibilities and priorities
Desired Qualifications
- Demonstrated success leading organizational change, operational transformation, and large-scale process improvement initiatives
- Proven experience managing leaders, including managers and supervisors, while building high-performing teams
- Strong financial acumen with experience managing departmental budgets, forecasting labor needs, and evaluating business cases for operational investments
- Experience implementing or optimizing AI-enabled technologies, automation platforms, CRM systems, workforce management software, or contact center technologies
- Demonstrated ability to analyze operational data, identify trends, and make strategic decisions that improve patient access, conversion, and overall business performance
- Proficiency with at least one EMR or CMS/PMS system
- Experience in physician medical practices
- Bachelor's degree preferred
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