Contact Center Director

InnovaCare Health • Lincoln, NE

6d

About The Position

The Contact Center Director is the senior operational leader of InnovaCare's enterprise contact center, responsible for performance, governance, culture, and strategic direction across all Central Florida markets (FCP/IPF, TMG/PFH, OFP). The role provides executive-level oversight of omnichannel service delivery across voice, digital, and asynchronous channels; workforce management; quality assurance; technology governance; vendor management; and talent development. The Director is the primary operational accountability partner to the Executive Sponsor and leads three Market Managers, a Quality Manager, and a WFM & Business Systems Administrator. The Director also owns the governance relationship with the HGBPO after-hours vendor, including SLA compliance, contract oversight, and performance management.

This role has expanded scope and executive accountability, with authority to drive cross-market transformation, govern a multi-channel service environment, resolve structural barriers to performance, and serve as a peer to clinical and administrative leadership. The Director does not directly manage individual agents. Decisions requiring executive authority, such as budget approval, headcount expansion, vendor contract changes, and scope modifications, are escalated to the Executive Sponsor; other contact center operational decisions are owned by the Director.

The Director establishes and governs enterprise performance standards, operating reviews, executive reporting, escalations, the operating calendar, and the improvement roadmap. Responsibilities also include leading managers and team leads, overseeing quality assurance and workforce management, managing HGBPO after-hours vendor performance and contractual obligations, governing contact center technology and systems, and developing strategic plans, budgets, and executive business reviews.

Responsibilities

• Own enterprise contact center performance across all markets and channels, establishing, publishing, and monitoring KPI targets benchmarked against COPC CX Standard and SQM Healthcare standards.
• Chair weekly cross-market operations reviews with the Market Managers, resolve conflicts, identify systemic issues, and document decisions and accountability assignments.
• Provide monthly written operational reports to the Executive Sponsor, including KPI results, trends, initiative status, risks, and staffing posture.
• Establish and maintain escalation governance, including thresholds, documentation, resolution SLAs, and reporting for patient complaints, QA fatal errors, SLA failures, and technology incidents.
• Maintain the contact center operating calendar, including annual planning, initiative reviews, budget submissions, and QA calibration.
• Own the improvement roadmap and initiative register; sponsor projects such as the Dialpad migration, WFM setup, and AI deployments, and govern initiative prioritization and launch decisions.
• Lead three Market Managers, the Quality Manager, and the WFM & Business Systems Administrator; conduct performance reviews, set development plans, and hold them accountable for results.
• Define the authority and accountability of the five Team Leads, issue a Lead Handbook, and integrate them into formal supervision and communications.
• Partner with HR on talent strategy, role competency profiles, structured onboarding, succession planning, and internal promotion pathways.
• Facilitate quarterly all-hands communications covering performance, strategic direction, and recognition.
• Sponsor the enterprise QA program, approve evaluation and calibration frameworks and fatal error criteria, and ensure required evaluation coverage across markets and channels.
• Review QA dashboards and summaries, issue directives when performance is below benchmark, approve remediation plans, and ensure QA findings inform training and coaching.
• Approve weekly staffing plans and schedules; review forecast accuracy and adherence, assign corrective actions, authorize overtime above threshold, and escalate persistent staffing issues.
• Own the monthly HGBPO headcount forecast submission, review accuracy against actuals, and address discrepancies with the vendor.
• Serve as InnovaCare's primary contract authority for HGBPO after-hours services, overseeing SLA compliance, performance reviews, and escalations under the MSA and SOW.
• Chair monthly HGBPO business reviews, review contractual KPIs, issue written performance notices for below-target metrics, and document actions.
• Ensure HGBPO reporting and invoice reconciliation obligations are completed, and escalate contractual gaps to the Executive Sponsor and Legal while tracking remediation.
• Maintain HGBPO operational readiness, including current escalation contacts, urgent patient routing protocols, and documented and quarterly-tested after-hours handoffs.
• Approve contact center technology configuration and digital platform changes before deployment, ensuring patient-facing changes receive Director review and written approval.
• Own the technology and channel initiative portfolio, ensuring each initiative has a named owner, timeline, and success criteria.
• Partner with IT leadership on integrations, uptime SLAs, and platform governance, representing contact center operational requirements.
• Review quarterly ACD configuration audits and approve remediation actions for discrepancies.
• Assess Dialpad AI feature readiness and approve or defer rollouts based on operational impact; maintain a written AI governance log.
• Develop and annually update a 12-month contact center strategic plan covering staffing, technology, quality, digital expansion, and vendor relationship priorities.
• Prepare the annual contact center operating budget and present it to the Executive Sponsor for approval.
• Represent the contact center in cross-functional leadership discussions, including clinical operations reviews, patient experience committees, and technology governance forums.
• Lead the contact center's participation in the FA-1 through FA-8 diagnostic assessment, complete the structured interview, ensure timely and accurate data submissions, and implement findings.
• Prepare and present quarterly business reviews to the Executive Sponsor covering performance, transformation progress, risks, and resource requests.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed