Senior Director, Call Center

Public Partnerships | PPL • Albany, NY

5d • $120,000 - $170,000 • Remote

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services. Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.pplfirst.com). Job Summary: The Senior Director, Call Center leads the strategic direction and operational excellence of the call center. This role is a strategic business and people leader responsible for the overall vision and day-to-day operations of the call center. The successful candidate has a proven track record of scaling operations, driving process improvement, and financial budgeting to ensure operational structure runs efficiently and is aligned with business goals and objectives.

Requirements

• Exceptional leadership, coaching, and team-building capabilities.
• Highly analytical with a strategic mindset and attention to detail.
• Excellent communication and interpersonal skills.
• Results-driven, with a strong sense of ownership and accountability.
• Adaptable, collaborative, and comfortable working in a fast-paced environment.

Responsibilities

• Strategic Leadership & Operational Excellence Plan, develop, and implement best practices among operations teams that ensure consistency and accountability.
• Use data‑driven insights from KPIs, financial performance, and employee engagement to inform strategic decisions.
• Strategically manage day‑to‑day operations of the call center to ensure expected business plans and changes are incorporated into capacity forecasts, ensuring appropriate workforce scheduling to meet operational capacities for service levels, productivity, call quality, and staffing needs.
• Identify and improve processes for growth, efficiency, and profitability relative to the enterprise need.
• Cross‑Functional Partnership & Collaboration Partner with leaders across the organization to ensure aligned execution, efficient workflows, and cross‑departmental collaboration.
• People Leadership & Development Build, lead, and inspire a large, distributed workforce composed of internal employees and vendor staff.
• Coach and develop leaders through targeted feedback, performance management, and personalized development plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager