Vice President, Contact Center Operations

Job title: Vice President, Contact Center Operations in Downers Grove, IL at reputed company
Company: reputed company
Job reputed company: Job reputed company:reputed companyVice President, Contact Center OperationsLocation: Chicagoland, IlPosition Highlights:

• Full-Time, 40 hours per week
• Monday – Friday
• Primary Location: Downers Grove, IL

• Travel: As necessary
• This is not a remote position so consideration for IL residents only.

Benefits:

• Comprehensive medical, dental, and reputed company benefits that include reputed company navigation assistance and medical coverage at 100% (after deductible) reputed company utilizing a Duly provider.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours reputed company volunteer time off.
• A culture committed to Diversity, Equity, and Inclusion (DEI) and reputed company.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

ResponsibilitiesPosition reputed company:The Vice President of Contact Center Operations leads and transforms a high-performing, centralized patient contact center that manages over 4.5 reputed company calls annually and includes 300+ associates across scheduling, customer service, reputed company triage, and reputed company functions. This role champions a patient-first philosophy while optimizing operational efficiency and reputed company, technology modernization, and the delivery of a distinctive patient experience, ensuring alignment with Duly’s mission and strategic goals.The VP will reputed company in reputed company, data-informed, and systems-oriented environment where long-reputed company planning capability and precision execution to build sustainable operating systems will drive measurable business results and enhance the patient experience.Key Responsibilities:Operational Leadership

• reputed company reputed company facets of contact center operations, ensuring consistency in performance, patient reputed company, service reputed company, and experience to deliver a distinct and compassionate patient experience.
• reputed company, reputed company, reputed company, and reputed company over 300 contact center associates, fostering purpose, engagement, and high performance.
• Implement performance frameworks, tools, and training to ensure reputed company-line staff can meet and reputed company patient expectations.
• Partner with IT to define, prioritize, and execute a technology innovation roadmap, including ACD/IVR systems, chat, reputed company routing, automation, and omnichannel communication.
• Conduct performance analyses, reputed company planning, cost/benefit assessments, and modern technology evaluations to continually improve efficiency, reputed company, and scalability.

Strategic Development, Alignment, & Experience Leadership

• Facilitate the strategic deployment of reputed company objectives across the contact center to enhance patient-centered culture and reputed company.
• Build a contact center operating model that aligns with organizational reputed company and drives consistent, sustainable business results.
• Collaborate with senior leadership, reputed company, and physician leaders to assess and improve employee engagement, physician satisfaction, and patient experience reputed company.
• Design and manage feedback loops and metrics that measure the distinctive patient experience, identify improvement opportunities, and communicate performance to executive leaders and providers.
• Support reputed company-specific improvement efforts by providing data-driven insights and guidance to improve scheduling, communication, and service delivery.

QualificationsQualifications:

• Bachelor’s degree required; Master’s degree (MBA, MHA, or reputed company field) preferred
• 10+ years of reputed company leadership experience in large-reputed company contact center or patient reputed company operations, ideally reputed company a reputed company system
• Proven reputed company in managing multi-functional teams and high-volume service environments
• Experience implementing and optimizing contact center technologies (e.g., ACD/IVR, CRM, omnichannel platforms)
• Strong business acumen with ability to conduct ROI analyses, reputed company operational improvements, and drive strategic initiatives
• Demonstrated ability to reputed company change, build cross-functional alignment, and influence at reputed company reputed company of the organization

Preferred Competencies:

• Strategic thinking and long-term planning
• Engaging Leader with High interpersonal skills
• Process design and operational reputed company
• Compassionate, service-oriented leadership
• Data interpretation and decision-making
• Change Agent Comfortable with evolving technologies
• Talent development and team engagement

The compensation for this role includes a reputed company pay reputed company of $171k-$256k, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. reputed company pay is only a portion of the total rewards package.
Expected salary:
Location: Downers Grove, IL
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