District Leader - Call Center Operations

Simply Results Talent

About The Position

The District Leader leads, coaches, and develops a team of Client Results Specialists while ensuring operational excellence and strong client and customer experiences. As the frontline supervisor, this role manages day-to-day contact center operations for assigned Specialists, drives performance against established KPIs, and fosters accountability, engagement, and continuous improvement. The District Leader partners with clients and cross-functional stakeholders to execute operational strategies, analyze performance trends, address business challenges, and implement solutions that improve service quality, productivity, employee engagement, and program performance. The role combines people leadership, contact center operations management, and client partnership to deliver business outcomes and achieve client objectives.

Requirements

Three or more years of experience leading teams in a contact center or customer service environment.
Demonstrated experience leading, coaching, and developing frontline employees.
Strong communication, presentation, and interpersonal skills, including the ability to influence diverse audiences.
Experience analyzing operational performance metrics and implementing improvement strategies.
Strong problem-solving and critical-thinking abilities in a fast-paced environment.
Ability to manage multiple priorities, projects, and deadlines effectively.
Experience using CRM, workforce management, reporting, and customer relationship management tools.
Working knowledge of customer service operations, quality management, and performance management practices.
Experience collaborating across multiple functions to drive business results and achieve client objectives.

Nice To Haves

Bachelor's degree preferred, or equivalent experience.
Experience leading teams in patient support is highly preferred.

Responsibilities

Directly supervise, coach, develop, and support a team of Client Results Specialists.
Conduct regular coaching sessions, performance evaluations, and development planning discussions.
Monitor and manage individual and team performance in quality, productivity, attendance, compliance, and customer experience.
Support recruiting, onboarding, training, engagement, and retention initiatives.
Recognize and reward strong performance and address performance concerns in a timely, constructive manner.
Foster accountability, collaboration, employee engagement, and continuous development.
Lead day-to-day contact center operations to achieve service levels, productivity targets, quality standards, and client expectations.
Monitor operational and performance metrics, analyze trends, and drive actions to improve results and customer, patient, and employee experiences.
Partner with Workforce Management, Quality, Training, and Operations teams to optimize performance.
Ensure adherence to client requirements, company policies, operating procedures, and regulatory guidelines.
Lead continuous improvement initiatives to increase operational effectiveness and efficiency.
Use operational data and performance insights to develop and implement strategies that improve business results.
Support execution of client initiatives, program objectives, and organizational priorities.
Assist leadership with reporting, analysis, forecasting, and business recommendations.
Coordinate projects, initiatives, and competing priorities while meeting deadlines.
Develop solutions to improve performance, service delivery, and operational outcomes.
Maintain awareness of program objectives, budgets, and business priorities to support informed decision-making.
Build and maintain strong relationships with clients and internal stakeholders.
Communicate operational performance, risks, opportunities, and recommendations to leadership.
Support client initiatives and strategic business objectives through effective execution and collaboration.
Resolve escalated Specialist, customer, operational, and client issues.
Partner across departments to align efforts, execute programs successfully, and achieve client goals.