Vice President of Call Center Operations

  • 51899
  • 12 Jul 2020
  • Baltimore, MD
  • Healthcare
  • $175,000 - $225,000
  • Nate Skow

Job Description

Vice President of Call Center Operations

Vice President of Call Center Operations manages and optimizes operations of the contact center function. The position is responsible for building a world-class contact center team, ensuring an efficient and consistent set of processes and procedures.

The essential functions of the role include the following:

  • Work with operational teams, IT leadership, and digital health to optimize and integrate the technology required to support the contact center
  • Maintain close, collaborative relationships with groups across the organization including nursing, marketing, revenue cycle and digital health
  • Develop strategies to ensure the customer experience in the contact center is consistent with overall company strategy and values, and drive initiatives that maintain this alignment
  • Review key performance indicators (KPIs) and drive corrective and improvement actions based on KPI data
  • Develop communication mechanisms and forums for sharing KPIs and strategic initiatives within the contact center with key organizational stakeholders to ensure alignment and transparency
  • Lead and direct operational teams (including training, knowledge management, workforce planning, quality management, performance management, etc.) within the contact center
  • Develop and oversee the contact center operating budget as it relates to staffing, technology, real estate, and other categories
  • Foster a team and environment that provides extraordinary service for our customers
  • Integrate new organizational offerings into the call center employees tool book
  • Manage 100+ employees and 1000+ calls daily.
  • Advancement and improvement to the current call center


  • Bachelor's degree required
  • 8 years of related experience required


  • Proven experience in the change management process
  • Proven experience in managing customer service environment within healthcare
  • Demonstrated ability to develop and implement process enhancements and efficiencies
  • Ability to demonstrate detailed knowledge of customer service systems and processes
  • Excellent communication, leadership, management, team-building, and organizational skills
  • Strong analytical/problem solving skills
  • Ability to communicate clearly, concisely and assertively (written and orally)
  • Ability to speak effectively before groups of customers or employees of organization
  • Ability to drive stakeholder alignment on a common vision and execution plan
  • Results oriented with a focus on achieving overall business objectives
  • Knowledge of Epic, Excel, Word, Outlook, CRM and Data Warehouse reporting

Experience in implementing new Call Center Software

I was very impressed with Nate’s attention to detail and making sure I had as much information and guidance as possble prior to my phone interview. His comments helped understand the employer’s perspective better.
Bruce, Chief Operating Officer in Kentucky