Associate Vice President – Contact Center

IKS Health Career•Coppell, TX

26d•$125,000 - $170,000

About The Position

This position needs to be familiar with the entire scope and dependencies of the healthcare revenue cycle and will serve as a liaison between functional and technical team members and client management. Responsibilities: The Associate Vice President will play a pivotal role in shaping the organizational culture, fostering an environment that promotes collaboration, innovation, and employee engagement. As a leader, you will be responsible for setting the tone of professionalism, accountability, and continuous improvement across the contact center operations.

Requirements

13+ years related experience of which 6+ years preferably in healthcare BPO/KPO/CRM industry/Service Industry in Operations
Track record managing a team size of 300 + FTEs
Driven sustained margin growth on year on year basis
Strong client interaction & Account management skills
Managed all aspects of Delivery including recruiting, training, career mapping, quality & operational excellence
Held strategic involvement with future contact center capabilities, focusing on the integration of Generative AI, Voice AI, and Machine Learning

Responsibilities

Lead by Example: Embody the core values of the organization by demonstrating exemplary behavior in all interactions, both internally and externally. Display high levels of professionalism, energy, and dedication to the team’s success.
Strategic Vision: Develop and communicate a clear vision for the contact center that aligns with organizational goals, driving team members toward achieving both short-term and long-term objectives.
Decision-Making: Exhibit decisive leadership with the ability to analyze complex situations, deliberate on various perspectives, and make sound decisions in the best interest of the organization and clients.
Change Management: Lead change initiatives effectively, ensuring smooth transitions during operational or strategic shifts. Promote a culture that is adaptive and responsive to the evolving needs of the business and clients.