Director of Contact Center Operations

IntellaTriage•Nashville, TN

About The Position

IntellaTriage’s mission is to act as an extension of each client by using a tailored approach to deliver compassionate, around-the-clock care through the clinical expertise of our virtual nursing team. Bottom line – we want to ensure our providers’ patients are able to receive the care they need any time, any place. IntellaTriage acts as a triple threat after-hours by ensuring all stakeholders benefit. We provide our customer’s patients with the comforting and medically appropriate guidance they need during the most trying times. We help our customer’s nurses reduce their workload and improve overall job satisfaction by reducing burnout. We improve our customer’s bottom-line by reducing overall cost to deliver after-hours care. The Director, Call Center Operations is accountable for the core operational functions that enable a high-performing clinical call center staffed by RNs and LPNs. This leader oversees workforce management, licensure and compliance operations, external client scheduling coordination, the on-shift supervisor team, and the administrative teams that support agent readiness and performance. The role does not directly manage front-line agents; instead, it ensures the infrastructure, staffing, controls, and day-to-day support.

Requirements

Bachelor’s degree in business, Operations, Healthcare Administration, or related field required; equivalent experience will be considered.
7+ years of progressive operations leadership in a contact center, healthcare operations, or high-compliance services environment.
3+ years leading WFM and/or scheduling functions with demonstrated KPI ownership.
Proven people leader with experience managing supervisors/managers and support teams.
Strong analytical capability: forecasting, capacity planning, performance measurement, and process improvement.
Experience operating in a regulated environment (healthcare strongly preferred), with strong process and controls orientation.
Excellent stakeholder management skills with internal partners and external clients.

Nice To Haves

Master’s degree (MBA/MHA/MPH) preferred.
Lean/Six Sigma or WFM certification/training preferred.
Experience supporting clinical programs or a nurse-staffed call center (RNs/LPNs).
Familiarity with multi-state licensure operations and credentialing workflows.
Experience with WFM tools (e.g., NICE, Verint, Calabrio, Genesys WFM) and ticketing/knowledge systems.
Lean/Six Sigma or equivalent continuous improvement training.
Experience scaling operations across multiple clients/programs and 24/7 coverage.

Responsibilities

Own forecasting, capacity modeling, staffing plans, and scheduling strategies across all shifts and client programs.
Establish and manage processes for real-time adherence, intraday management, and schedule optimization (PTO planning, shift trades, overtime).
Set and monitor service level, ASA, abandonment, occupancy, shrinkage, and productivity targets.
Lead continuous improvement scheduling efforts to reduce burnout and improve staffing stability (predictable schedules, coverage models, escalation plans).
Oversee the team responsible for client-facing scheduling requirements (appointments, callbacks, coverage windows, and service commitments).
Ensure client scheduling workflows are accurate, timely, and aligned with clinical protocols.
Create strong operating rhythms with external client contacts; manage escalations and drive issue resolution.
Maintain audit-ready compliance processes (documentation standards, training completion, attestation tracking, background checks as applicable).
Partner with Compliance/Legal/HR to ensure operational execution of regulatory requirements and client-specific credentialing.
Manage and develop the on-shift supervisor function to ensure consistent coverage, effective escalation handling, and operational execution.
Standardize supervisor workflows (incident response, patient/client escalations, QA support, coaching coordination, handoffs).
Create clear playbooks for shift transitions, peak-volume support, and downtime activities.
Oversee administrative team members supporting onboarding logistics, system access, readiness checklists, and operational communications.