Executive Director of Contact Center Operations

1 week ago


Dallas, Texas, United States US Oncology Full time

About the Role

We are seeking a seasoned Executive Director of Contact Center Operations to lead our call center and drive transformative technology initiatives at US Oncology, the largest community oncology provider in the country.

Key Responsibilities

  • Lead and optimize call center operations, ensuring exceptional customer service and efficient call handling
  • Develop strategies to improve key performance metrics such as Service Level Agreements, Average Handling Time, First Call Resolution, and Customer Satisfaction scores
  • Drive technology transformations, including Customer Relationship Management and telephony system implementations
  • Collaborate with cross-functional teams to identify and implement process improvements
  • Manage vendor relationships, overseeing performance and contract negotiations
  • Analyze call center data to identify trends and areas for improvement
  • Oversee the development and execution of training programs for call center staff
  • Foster a culture of continuous improvement and innovation
  • Collaborate with senior leadership on long-term strategic planning
  • Stay current with industry trends and emerging technologies in call center operations and patient experience

Qualifications

  • Bachelor's degree in Business Administration, Healthcare Management, or related field (Master's preferred)
  • 10+ years of leadership experience in call center operations, preferably in healthcare
  • Strong understanding of call center technologies and CRM systems
  • Proven track record in leading transformative technology initiatives
  • Excellent leadership, interpersonal, and communication skills
  • Strong analytical and problem-solving abilities
  • Exceptional organizational and project management skills
  • Strategic mindset with ability to translate goals into actionable initiatives
  • Results-oriented with a focus on continuous improvement and innovation

What We Offer

  • Competitive compensation and benefits package
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment
  • Recognition and rewards for outstanding performance

US Oncology is an Equal Opportunity Employer



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