Director of Call Center Operations

Company Conformance Statements In the performance of their respective tasks and duties all employees are expected to conform to the following:

Perform quality work within deadlines with or without direct supervision.

Interact professionally with other employees, customers and suppliers.

Work effectively as a team contributor on all assignments.

Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

Position

Purpose:

The Director of Call Center Operations will lead centralized call center operations across our dermatology practices, ensuring callers receive timely, consistent, and compassionate service.

This leader will oversee call center staffing, performance, training, quality assurance, and process improvement while partnering with clinical, operations, and technology teams to strengthen call center service and efficiency. This role requires proven experience managing Zoom Contact Center and Zoom Phone in an enterprise environment, along with demonstrated healthcare call center leadership experience.

The ideal candidate combines strong operational leadership with hands-on platform knowledge and experience integrating automation and AI into patient service workflows.

Key responsibilities:

Call Center Leadership Lead daily operations across multiple call center teams supporting a geographically distributed healthcare organization.

Manage call center managers, supervisors, and staff, establishing clear accountability and performance expectations.

Develop staffing plans, schedules, and workforce management practices aligned with call volume, demand patterns, and service goals.

Establish consistent workflows for appointment scheduling, rescheduling, cancellations, patient inquiries, and escalation to clinical or practice teams.

Build a service culture centered on patient experience, accuracy, responsiveness, and continuous improvement.

Zoom Contact Center and Zoom Phone Serve as the operational owner of Zoom Contact Center and partner with IT on Zoom Phone workflows supporting call center operations.

Direct the design and improvement of call queues, routing, IVR flows, overflow coverage, and escalation paths.

Use platform reporting and analytics to identify service gaps and improve team performance.

Partner with IT and vendors on configuration changes, troubleshooting, testing, and deployment.

Establish change control and validation processes for updates affecting patient-facing call flows.

Performance and Quality Establish and manage key performance indicators, including abandonment rate, average speed of answer, service level, handling time, scheduling conversion, quality scores, and patient satisfaction.

Build actionable reporting that helps leaders identify call center trends, address backlogs, and improve service levels.

Implement call monitoring, quality assurance, coaching, and training programs.

Balance productivity goals with service quality and patient needs.

Identify missed and abandoned calls and unsuccessful scheduling attempts; establish call center follow-up workflows to resolve outstanding caller needs.

Call Center Workflows and Automation Partner with practice operations to ensure call center staff follow approved scheduling workflows and appointment guidelines.

Coordinate with clinical teams to ensure patient concerns and urgent inquiries reach the appropriate staff promptly.

Support the rollout and ongoing optimization of Voice AI and other automation used within call center workflows.

Establish effective handoffs between automated services and live staff.

Ensure teams follow organizational privacy, security, and patient information handling requirements.

Education:

Bachelor’s degree in business administration, Healthcare Administration, Operations Management, Human Resources, Healthcare Management, or a related field; or an equivalent combination of education and progressively responsible leadership experience is preferred.

Master’s degree in healthcare administration (MHA), Business Administration (MBA), Public Health (MPH), or a related field is preferred.

Professional certifications such as:o Certified Call Center Manager (CCCM) o Certified Contact Center Director (CCCD) o Lean Six Sigma Green Belt or Black Belto Project Management Professional (PMP) o Healthcare-related operational leadership certifications

Required Qualifications:

Minimum of 7 years of experience managing call center.

Proven healthcare call center leadership experience,…