Director, Contact Center Operations

Knipper HEALTH

1d•$140,000 - $170,000•Remote

About The Position

As the Director Contact Center Operations will build and lead a fast‑paced, compliant contact center of inside sales professionals dedicated to informing and supporting Healthcare Professionals. Through high‑quality outbound engagement—scripted product education, TeleSampling, and clinically grounded Teledetails—you will turn meaningful conversations into measurable market impact. By applying targeted outreach strategies and developing your team through consistent, data‑driven coaching, you will unlock growth in new prescribers, NRx, and TRx across key segments and geographies. As the Director Contact Center Operations you will own forecasting, analytics, performance optimization, process excellence, workforce strategy, sales enablement infrastructure, incentive design input, omnichannel coordination, and technology stack maturity for the Inside Sales team supporting healthcare professionals. The position is 100% remote but may require occasional travel to company facilities or client offices. Exciting new opportunity supporting our Sample Management Business Unit!

Requirements

Builder‑operator mindset: rigorous, data‑driven, and hands‑on with clear standards and accountability.
Clinically credible communicator who can coach reps to quality and influence cross‑functional partners.
Executive presence with Client and Senior Leadership communication and change leadership across sites and vendors.
Demonstrated leadership skills in successfully managing remote teams and collaborating with key stakeholders and diverse work groups
CRM & Analytics: Salesforce; predictive scoring and pipeline analytics
Contact Center: Proven knowledge of managing contact center operations and technology (NICE CXone, Genesys, 100ms), intelligent IVR, sentiment analysis, SMS/chat, dialer, WFM/QA
Coaching & Content: Call‑recording/QA, digital sales aids/IVAs, knowledge base Excellent written & verbal communication skills
Strong interpersonal skills, and demonstrated ability to lead, manage, develop, and motivate a large contact center team
Ability to manage change, such as technology implementations, restructuring, etc. in a fast-paced environment
Strong technical aptitude and analytical skills
Experience with managing a complex operation to perform to certain SLAs or KPIs
Location of job activities 100% inside
Extensive manual dexterity (keyboarding, mouse, phone)
Use of phone for communication
Noise and/or vibrations exposure
Frequently reach (overhead), handle, and feel with hands and arms
Sit for prolonged periods of time
Occasionally stoop, kneel, and crouch
Occasionally lift, carry, and move up to 25 pounds

Nice To Haves

Experience with Veeva, Adobe Connect, FB Messenger, Chat integration and/or SMS
Experience with clinical detailing at scale (scripts, IVAs, objection handling) and integration of CME/webinars and samples/literature into the sales cycle
Experience in creating and managing sales incentives
Prior success aligning Field Sales and Inside Sales
Project management experience
Bi-lingual, English and Spanish
Advanced degree (MBA or relevant life‑sciences discipline)

Responsibilities

Own growth: Build and run a sales‑first operating rhythm (planning, cadences, coaching) that consistently beats revenue, NRx/TRx, and new prescriber targets.
Structure to scale: Build a scalable staffing structure for recruiting, hiring, training, and development of reps for rapid deployment and onboarding future clients.
Direct the engine: Create and manage incentive programs. Manage multi‑site, multi‑channel operations (phone, SMS, chat/video) with on‑/off‑shore teams; balance coverage, utilization, and quality to maximize program goals.
Target precisely: Partner with Analytics to prioritize deciles/segments, allocate books of business, and continuously refine territories, scripts, and digital sales aids based on conversion signals. Monitor client’s competitive landscape and identify key trends that impact the overall program performance and client satisfaction
Coach to quality: Use call analytics and standardized scorecards to elevate, call guide adherence, clinical accuracy, objection handling, and close discipline.
Scale productivity with tech: Deploy CRM (Salesforce), intelligent IVR, sentiment analysis, and AI automation to improve connect rates, prioritization, and agent throughput.
Integrate demand: Coordinate sample/literature programs to increase access and conversion, drive attendance at CME/webinars if offered.
Report what matters: Deliver client/and Caretria management ready insights on pipeline, sample requests, Rx momentum, capacity, and ROI; run weekly/monthly business reviews with clear corrective Actions.
Guard the license: Enforce PI/Fair Balance, HIPAA, and promotional standards; route off‑label inquiries to MSLs and maintain audit‑ready QA.