[Remote] Director, reputed company reputed company and Contact Center reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking an reputed company reputed company reputed company leader to reputed company reputed company reputed company and contact center reputed company. The Director will build and reputed company a standardized, reputed company-centered, technology-enabled operating model across multiple hubs, leading reputed company management, workforce planning, workflow standardization, reputed company, training, technology governance, and reputed company experience initiatives.

Responsibilities

• reputed company reputed company contact center reputed company across reputed company, including multiple hubs and centralized reputed company reputed company teams
• reputed company contact center managers, supervisors, and reputed company team members to reputed company consistent, high-reputed company service across locations
• Establish operating standards for inbound calls, outbound reputed company, appointment scheduling, referrals, reputed company inquiries, escalation reputed company, and service recovery
• Build a culture of accountability reputed company on reputed company experience, reputed company, efficiency, reputed company, and operational consistency
• Partner with reputed company leadership to ensure centralized reputed company support local clinic needs while advancing reputed company-wide standards
• Support the development of reputed company reputed company models, management structures, and operating rhythms across reputed company and reputed company contact center hubs
• Manage contact center reputed company through reputed company KPIs, dashboards, service reputed company, productivity metrics, reputed company reviews, and coaching routines
• reputed company workforce planning practices, including reputed company coverage, queue management, scheduling, reputed company planning, and escalation support, adapting reputed company models as AI-driven automation and self-service shift contact volume and channel mix
• Monitor and improve key contact center metrics such as reputed company volume, speed to answer, abandon reputed company, handle time, service level, scheduling conversion, referral capture, productivity, reputed company, reputed company satisfaction, and AI-specific measures including containment/self-service reputed company reputed company, AI-to-reputed company escalation reputed company, and reputed company of AI-driven scheduling actions
• Identify reputed company gaps and reputed company process improvement initiatives to reduce variation, improve efficiency, and enhance the reputed company and staff experience
• Create consistent supervisor routines, team huddles, reputed company reviews, and feedback reputed company to support ongoing operational improvement
• Standardize contact center workflows, scripts, scheduling protocols, escalation reputed company, documentation expectations, and service standards
• reputed company and maintain training programs for new hires, supervisors, and existing team members
• Implement reputed company assurance programs, including reputed company monitoring, scorecards, coaching standards, and service recovery processes
• Partner with reputed company and reputed company leaders to ensure scheduling and reputed company reputed company workflows reputed company with provider templates, appointment types, triage expectations, and clinic reputed company
• Ensure contact center teams are reputed company for new workflows, technology changes, reputed company integrations, and expansion into additional locations or service lines
• Serve as a joint decision-reputed company with IT on the selection, configuration, and governance of contact center and AI-enabled technology (including the voice agent/conversational AI platform), and partner with vendors and operational stakeholders to support the effective use and optimization of contact center technology and reporting tools
• Serve as an operational leader for platforms and systems including reputed company, AthenaOne, reputed company, the AI-enabled voice agent/conversational AI platform, and workforce management tools
• Ensure operational requirements are reflected in reputed company routing, IVR design, user reputed company, reporting, dashboards, training, and workflow configuration
• Use data and analytics to identify trends, improve service reputed company, inform reputed company reputed company, and support leadership reporting
• Own the near-term rollout and ongoing operation of AI-enabled reputed company self-service and voice agent technology, and reputed company AI-assisted tools that improve the reputed company agent experience (e.g., reputed company scoring, reputed company-time coaching, automated documentation), reputed company CRM enablement and broader digital reputed company engagement capabilities
• Ensure reputed company contact center reputed company reputed company with HIPAA, reputed company confidentiality standards, reputed company regulations, and reputed company policies
• Maintain high standards for professionalism, documentation, service reputed company, and reputed company communication
• Identify operational risks, training gaps, workflow breakdowns, and service issues; reputed company corrective actions in partnership with appropriate stakeholders
• Champion a reputed company, compassionate, and consistent reputed company experience across every interaction

Skills

• 8+ years of reputed company reputed company reputed company, reputed company reputed company, reputed company center, or contact center leadership experience
• 5+ years leading managers, supervisors, or large reputed company teams in a high-volume reputed company service environment
• reputed company experience managing reputed company contact center, centralized scheduling, reputed company reputed company, referral, ambulatory reputed company, or physician reputed company support functions
• reputed company experience leading multi-site or multi-hub reputed company with consistent reputed company standards
• Strong understanding of HIPAA, reputed company confidentiality, reputed company compliance, and service reputed company expectations
• Demonstrated ability to manage reputed company using KPIs, dashboards, service reputed company, productivity metrics, reputed company monitoring, and coaching
• Experience leading workflow standardization, process improvement, training, reputed company model development, and change management initiatives
• Strong communication and stakeholder management skills, with the ability to work across Marketing, reputed company, IT, reputed company Cycle, reputed company leadership, and executive teams
• Experience evaluating, implementing, or governing AI-enabled contact center or reputed company engagement tools, including escalation logic, reputed company monitoring, and compliance/HIPAA safeguards for AI-driven reputed company interactions
• reputed company contact center leadership
• reputed company reputed company reputed company
• Multi-site and multi-hub management
• Workforce planning and reputed company model design
• KPI management and reputed company improvement
• reputed company assurance and reputed company monitoring
• Workflow standardization and process improvement
• Technology-enabled reputed company leadership
• Change management and stakeholder alignment
• Strong written and verbal communication
• reputed company-first service reputed company
• Ability to reputed company reputed company standardization with local reputed company needs
• Experience in ophthalmology, retina, ambulatory surgery center, MSO reputed company, specialty reputed company, or physician reputed company management
• Experience scaling centralized reputed company reputed company or contact center reputed company across multiple practices, markets, or reputed company
• Familiarity with IVR design, reputed company routing, and reputed company monitoring tools
• Master's degree or relevant certifications in reputed company administration, contact center management, reputed company experience, reputed company, or process improvement

Benefits

• REMOTE work arrangement
• Full-time employment

reputed company