Director Contact Center Operations

Intermountain Healthcare; Dover; Remote; GBP 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Director of Contact Center Operations to lead a virtual call center. This pivotal role focuses on enhancing customer service, optimizing processes, and achieving organizational goals. The ideal candidate will oversee a team, implement strategic initiatives, and promote a culture of continuous improvement. If you have a strong background in contact center management and a passion for leadership development, this opportunity offers a chance to make a significant impact in a dynamic environment. Join a forward-thinking organization that values innovation and employee well-being.

Benefits

Generous benefits package

Wellness programs

Flexible working hours

Qualifications

• Strong background in managing contact center operations and optimizing processes.
• Demonstrated ability to lead and mentor management teams for continuous improvement.
• Expertise in strategic planning and aligning operations with organizational goals.

Responsibilities

• Oversees daily operations of the contact center, ensuring effective service delivery.
• Develops leadership programs to enhance skills of contact center managers.
• Promotes a culture of continuous improvement and innovation in operations.

Skills

Operational Efficiency

Leadership & Mentorship

Performance Management

Strategic Thinking

Change Management

Communication

Innovation & Problem-Solving

Education

Bachelor’s or Master’s degree in Business Administration

Job description

**Job Description:**

The Director of Contact Center Operations is responsible for leading the operational management, and overall performance of a virtual call center that supports Intermountain Health's Canyon's Region (Utah/Idaho).

This role involves developing and implementing strategies to enhance customer service, optimize processes, and achieve organizational goals. The Director will oversee a team of eight supervisors (and respective staff), ensuring high levels of productivity, enhancing customer satisfaction, and fostering a culture of continuous improvement.

This position may be performed remotely, but candidates within the greater Salt Lake City area (or close proximity) are preferred.

**Essential Functions**

**Operational Management**

+ Oversees the daily operations of the contact center, ensuring efficient and effective service delivery. Monitors key performance indicators (KPIs) to assess the performance of managers and their teams and implements strategies to achieve or exceed targets. Collaborates with other departments to optimize processes and remove barriers to success **.**

**Leadership Development**

+ Designs and implements leadership development programs to enhance the skills and competencies of contact center managers. Mentors and coaches managers to improve their leadership capabilities and ensure alignment with company goals and values. Identifies potential future leaders and creates succession plans to ensure a strong pipeline of talent.

**Performance Management**

+ Establishes performance standards and objectives for contact center managers and their teams. Conducts regular performance reviews and provides constructive feedback to managers, ensuring accountability and continuous improvement. Addresses performance issues promptly and implements development plans to address gaps.

**Strategic Planning**

+ Develops and executes the strategic vision for the contact center, aligning with the organization's overall goals and objectives. Identifies opportunities for innovation and improvement in contact center operations, including the adoption of new technologies and methodologies. Leads initiatives to improve customer experience, satisfaction, and retention **.**

**Resource Management**

+ Manages the recruitment, training, and retention of contact center managers, ensuring a high level of expertise and stability within the team. Develops and manages the contact center budget, optimizing resources to meet operational goals. Ensures compliance with all regulatory requirements and company policies.

**Communication and Collaboration**

+ Fosters a collaborative and inclusive culture within the contact center, encouraging open communication and teamwork. Serves as a key point of contact between the contact center and other departments, facilitating information flow and alignment on initiatives. Represents the contact center in leadership meetings, providing insights and recommendations to senior management.

**Continuous Improvement**

+ Promotes a culture of continuous improvement, encouraging managers and their teams to seek out and implement process enhancements. Stays informed about industry trends, best practices, and emerging technologies in contact center management. Leads change management efforts within the contact center, ensuring smooth transitions and minimal disruption to operations.

**Skills**

+ Operational Efficiency

+ Leadership & Mentorship

+ Performance Management

+ Strategic Thinking

+ Change Management

+ Communication

+ Innovation & Problem-Solving

**Required Qualifications**

+ Strong background in managing contact center operations, including optimizing processes, resource management, and driving KPIs.

+ Demonstrated ability to lead, mentor, and develop management teams, fostering a culture of continuous learning and improvement.

+ Expertise in setting performance standards, conducting reviews, and managing performance improvements across teams.

+ Proven experience in strategic planning, with the ability to align contact center operations with organizational goals.

+ Skilled in leading change initiatives, with the ability to guide teams through transitions while maintaining high levels of performance.

+ Excellent communication skills, with the ability to collaborate across departments and represent the contact center at senior levels.

+ Ability to identify opportunities for innovation, solve complex problems, and implement effective solutions.

**Preferred Qualifications**

+ Bachelor’s or Master’s degree in Business Administration, Management, or a related field.

+ Experience leading remote call center team(s)

**Physical Requirements:**

+ Ongoing need for employee to see and read information, documents, monitors, identify equipment and supplies, and be able to assess customer needs.

+ Frequent interactions with providers, colleagues, customers, patients/clients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.

+ Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.

**Location:**

Lake Park Building

**Work City:**

West Valley City

**Work State:**

Utah

**Scheduled Weekly Hours:**

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$50.22 - $77.53

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here (https://intermountainhealthcare.org/careers/benefits) .

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.