Director of Call Center Operations

1 week ago

Tampa, United States Tampa Family Health Centers Full time
Job DescriptionJob DescriptionAre you ready to embark on a career journey that's more than just a job? At Tampa Family Health Centers (TFHC), we're redefining healthcare, and looking for a Director of Call Center Operations to be part of our dynamic team. We're not just a healthcare organization; we're a community that thrives on innovation, compassion, and positive change.

Position Summary
The Director of Call Center Operations is responsible for ensuring all Tampa Family Health Centers (TFHC) patients receive exceptional customer service through managing all call center operations, monitoring call center staff via software, and utilizing available system reports to maximize call center and staff performance.

Essential Function
  • Supervision of call center staff to include completion of staff schedules, approval of work hours, and performance evaluations.
  • Compile and review real-time, daily, and monthly reports related to call center volume, staff productivity and call abandonment rates.
  • Monitor the call queue to ensure all calls are answered timely and being handled efficiently; assist with appointment scheduling and call center tasks as volume dictates.
  • Address all customer concerns and complaints received in call center.
  • Task phone messages to the health centers’ task pools.
  • Utilize and update call center training materials, policies and procedures.
  • Be a leader and a resource to staff; available to answer questions and concerns; handle escalated calls.
  • Collect and send outgoing patient information, as needed.
  • Ensure call center staff is handling calls professionally, efficiently and effectively, delivering consistent, high quality customer service.
  • Support the Mission, Vision and Values of Tampa Family Health Centers.
  • Adhere to all TFHC, accreditation agency, and HIPAA rules and regulations.
  • Performs other duties as assigned by supervisor.

Knowledge and Experience:

  • Ability to use and leverage current call center software and related technology; utilize Microsoft Office Suite; effectively navigate and utilize Electronic Health Records.
  • Ability to understand, develop, and update process/work flows based on business need.
  • Strong communication skills, both verbal and in writing; bilingual (English/Spanish) or multi-lingual strongly preferred.
  • Accustomed to working in a fast-paced, high demand administrative or clinical setting.
  • Ability to cultivate and foster teamwork
  • Exceptional customer service skills
  • Minimum of three (3) years’ experience in a high volume FQHC, hospital, or call center.
  • Analytical reporting and/or supervisory experience required.


Education, Certification Training and License:

Bachelor’s degree required




  • Bilingual Call Center Agent

    3 months ago

    Tampa, United States Ambs Call Center Full time

    Job DescriptionJob DescriptionSalary: Up to $21.50 per hour + BenefitsABOUT THE CALL CENTER AGENT POSITIONDo you like helping others? If so, this job might be for you!  We’re a family owned and operated telephone answering service. Every day our core focus and passion is to make a difference in the success of our small business customers. We run 24/7 and...

  • Director of Operations

    3 weeks ago

    Tampa, United States Wipro Digital Operations and Platforms Full time

    Title: Service Delivery Leader (Director of Call Center Operations)Location: Tampa FLWe are seeking an experienced and strategic Director of Call Center Operations (Service Delivery Leader) to oversee and manage multinational call center operations. The ideal candidate will have a proven track record of successfully leading and coordinating call center teams...

  • Director of Operations

    4 weeks ago

    Tampa, United States Wipro Digital Operations and Platforms Full time

    Title: Service Delivery Leader (Director of Call Center Operations)Location: Tampa FLWe are seeking an experienced and strategic Director of Call Center Operations (Service Delivery Leader) to oversee and manage multinational call center operations. The ideal candidate will have a proven track record of successfully leading and coordinating call center teams...

  • Call Center Assistant Director

    3 weeks ago

    Tampa, United States OneTouch Direct Full time

    Job DescriptionJob DescriptionOneTouch Direct is not your typical Call Center. Founded in 1998, we have since grown into one of the most preeminent providers of contact center solutions in the nation. We work with Fortune 500 companies providing useful products and excellent service. We are a seamless extension of our clients while building an internal...

  • Call Center Assistant Director

    4 weeks ago

    Tampa, United States OneTouch Direct Full time

    Job DescriptionJob DescriptionReporting to the Call Center Director, the Assistant Director will be responsible for overall operational execution and management of staff, for achieving targeted KPIs and profitability metrics, and for providing leadership for up to 300 staff members during their shift. Additional responsibilities include employee selection,...

  • Call Center Assistant Director

    1 week ago

    Tampa, United States OneTouch Direct Full time

    Job DescriptionJob DescriptionOneTouch Direct is not your typical Call Center. Founded in 1998, we have since grown into one of the most preeminent providers of contact center solutions in the nation. We work with Fortune 500 companies providing useful products and excellent service. We are a seamless extension of our clients while building an internal...

  • Call Center Assistant Director

    5 days ago

    Tampa, United States OneTouch Direct Full time

    Job DescriptionJob DescriptionOneTouch Direct is not your typical Call Center. Founded in 1998, we have since grown into one of the most preeminent providers of contact center solutions in the nation. We work with Fortune 500 companies providing useful products and excellent service. We are a seamless extension of our clients while building an internal...

  • Call Center Operations Manager

    3 days ago

    Tampa, Florida, United States United Vein & Vascular Centers Full time

    Job SummaryUnited Vein & Vascular Centers is a leading healthcare provider seeking a highly skilled Call Center Manager to lead our patient engagement team. As a key member of our operations team, you will be responsible for overseeing the daily activities of our call center, ensuring exceptional patient experiences, and driving business growth.Key...

  • YES Center Call Center Specialist

    4 months ago

    Tampa, United States Tampa Metropolitan Area YMCA Full time

    Under the direction of the YMCA Engagement and Solutions Center (YES Center) Call Center Director, the YES Center Call Center Specialist will be responsible for receiving inbound and performing outbound calls that support Family Center operations and English, Spanish, Bilingual, Call Center, Call Center Specialist, Specialist, Instructor, Education

  • Call Center Manager

    2 months ago

    Tampa, United States Christopher Ligori & Associates Full time

    Job DescriptionJob DescriptionFANTASTIC OPPORTUNITY Chris Ligori & Associates is a dynamic and innovative law firm dedicated to delivering exceptional customer experiences. We are currently seeking a motivated and experienced Call Center Manager to join our team.Primary responsibilities include, but are not limited to the following:·       Oversee...

  • Call Center Manager

    2 months ago

    Tampa, United States Christopher Ligori & Associates Full time

    Job DescriptionJob DescriptionFANTASTIC OPPORTUNITY Chris Ligori & Associates is a dynamic and innovative law firm dedicated to delivering exceptional customer experiences. We are currently seeking a motivated and experienced Call Center Manager to join our team.Primary responsibilities include, but are not limited to the following:·       Oversee...

  • Customer Support Specialists in Healthcare

    1 week ago

    Tampa, Florida, United States KG Call Center Full time

    Job OverviewHealthcare Customer Service Representatives for a Dynamic Call CenterWe are seeking Healthcare Customer Service Representatives (CSRs) to support our busy call center operations. Our CSRs play a crucial role in helping individuals navigate intricate healthcare options, providing them with essential information to make informed choices for...

  • Customer Support Specialists in Healthcare

    2 weeks ago

    Tampa, Florida, United States KG Call Center Full time

    Job OverviewHealthcare Customer Service Representatives for a High-Volume Call CenterWe are seeking dedicated Healthcare Customer Service Representatives (CSRs) to support our bustling call center operations. Our CSRs play a crucial role in assisting numerous individuals in navigating intricate healthcare options, providing them with essential information to...

  • Healthcare Support Specialists

    2 weeks ago

    Tampa, Florida, United States KG Call Center Full time

    Job OverviewHealthcare Customer Service Representatives for a High-Volume Call CenterWe are seeking dedicated Healthcare Customer Service Representatives (CSRs) to support our bustling call center operations. Our CSRs play a crucial role in guiding individuals through intricate healthcare options, ensuring they receive the necessary information to make...

  • Patient Care Support Specialists

    2 weeks ago

    Tampa, Florida, United States KG Call Center Full time

    Patient Care Support Specialists for a Dynamic Call Center We are seeking Patient Care Support Specialists to join our bustling call center team. Our frontline specialists play a crucial role in ensuring our clients' success by assisting numerous individuals in navigating complex healthcare options, providing them with essential information to make informed...

  • Call Center Specialist

    5 days ago

    Tampa, Florida, United States Sulphur Springs YMCA Full time

    Job SummaryThe Sulphur Springs YMCA is seeking a highly motivated and customer-focused individual to join our team as a YES Center Call Center Specialist. This role is responsible for providing exceptional customer service to our members and program participants through inbound and outbound calls, while also supporting the growth and optimization of our...

  • Healthcare Customer Service Representative

    1 week ago

    Tampa, Florida, United States KG Call Center Full time

    Job SummaryWe are seeking highly motivated and enthusiastic individuals to fill the role of Healthcare Customer Service Representative at KG Call Center in Tampa, FL.About the RoleAssist thousands of Americans in navigating complex healthcare plans by providing accurate and timely information.Work in a fast-paced environment, answering calls and resolving...

  • Bilingual Healthcare Customer Service Representative

    1 day ago

    Tampa, Florida, United States KG Call Center Full time

    Job DescriptionJob Summary:We are seeking highly motivated and enthusiastic Customer Service Representatives to join our team at KG Call Center. As a Bilingual Healthcare Customer Service Representative, you will play a critical role in assisting customers with their healthcare-related inquiries and providing exceptional customer...

  • YES Center Call Center Specialist

    3 months ago

    Tampa, United States Sulphur Springs YMCA Full time

    Description Under the direction of the YMCA Engagement and Solutions Center (YES Center) Call Center Director, the YES Center Call Center Specialist will be responsible for receiving inbound and performing outbound calls that support Family Center operations and enhance the member/program participant's experience by assisting with general inquiries,...

  • YES Center Call Center Specialist

    3 months ago

    Tampa, United States Tampa YMCA Full time

    Under the direction of the YMCA Engagement and Solutions Center (YES Center) Call Center Director, the YES Center Call Center Specialist will be responsible for receiving inbound and performing outbound calls that support Family Center operations and enhance the member/program participant’s experience by assisting with general inquiries, performing...