Strategic Call Center Leader

3 weeks ago


Boca Raton, Florida, United States MDVIP Full time

**Job Summary:**

We are seeking an experienced Director of Call Center Excellence to lead our call center team in Boca Raton, FL. As a key member of our organization, you will be responsible for providing strategic leadership to improve customer service levels and employee engagement.

The ideal candidate will have a strong background in customer service and experience leading teams of 150+ FTEs. You will be expected to develop and administer the annual department budget, determine operational strategies, and ensure compliance with regulatory guidelines and standards.

Responsibilities:

  • Daily contact center operations management
  • Developing and executing workforce management strategies
  • Ensuring staffing levels and recruiting requirements
  • Maintaining contact center performance reports and delivering executive-level presentations

Requirements:

  • Bachelor's degree in business administration or related field
  • 10+ years of experience in a leadership role within a call center environment
  • Excellent presentation and executive engagement skills
  • Proven ability to use data and analytics to drive strategic direction

What We Offer:

  • Competitive salary: $95,000 - $120,000 per year (depending on experience)
  • Opportunity to work with a innovative healthcare company
  • Professional development and growth opportunities


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