Eye Health America

Director of Contact Center Operations

Eye Health America

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Lead

About the role

  • Transform the contact center from a transactional hub to a patient advocacy and engagement center
  • Develop and implement service standards that prioritize empathy, clinical accuracy, and patient ease-of-use
  • Drive key performance indicators including Abandonment Rate and Average Speed to Answer (ASA)
  • Direct the integration of newly acquired practices into the centralized contact center
  • Manage the departmental P&L while ensuring high-quality patient outcomes
  • Oversee a hybrid workforce, including on-shore and off-shore teams
  • Implement a rigorous QA program using AI-driven sentiment analysis
  • Lead the optimization of our platform (Phone, SMS, Webchat)

Requirements

  • 8+ years in Contact Center leadership
  • 3+ years in multi-site healthcare environment
  • Proven track record of managing 100+ seats
  • Experience with telecommunications (e.g., 8x8)
  • Experience implementing AI/LLM tools in a clinical setting
  • Bachelor's degree in Healthcare Admin or related field
  • MBA, MHA or Lean Six Sigma certification is a plus
  • Ability to travel (up to 25%)
Benefits
  • Health insurance
  • Professional development
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI-driven sentiment analysistelecommunicationsP&L managementperformance indicatorsservice standardspatient advocacyclinical accuracymulti-site managementworkforce managementQA program implementation
Soft Skills
empathyleadershipcommunicationorganizational skillsteam managementpatient engagementstrategic planningproblem-solvingadaptabilitycollaboration
Certifications
Bachelor's degree in Healthcare AdministrationMBAMHALean Six Sigma certification