Director – Emergency Call Center Operations

IMH

Director of Emergency Call Center Operations driving strategy for telecommunications systems across Intermountain Health. Leading call center operations, ensuring efficient service delivery, and continuous improvement initiatives.

Posted 7/16/2026full-timeMurray • Utah • 🇺🇸 United StatesLead💰 $52 - $80 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in call center operations and telecommunications systems within healthcare, focusing on strategic planning, continuous improvement, and effective service delivery. Proven leadership in managing teams, implementing technology standards, and ensuring regulatory compliance.

Highest-signal resume keywords

Call Center OperationsTelecommunications TechnologyRegulatory ComplianceLeadership ExperienceData Analytics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center TechnologyProcess ImplementationBudgetary ControlsStrategic PlanningPerformance Monitoring

Soft Skills

Effective CommunicationPublic Relations SkillsChange Management

Certifications & Qualifications

Valid Driver's License

Industry Keywords

HealthcareSafety ManagementContinuous ImprovementEmergency Telecommunications

About the role

Key responsibilities & impact

Responsible for driving standardization, strategy, and execution of telecommunications systems unique to Safety Management across Intermountain Health
Provide leadership, management, budgetary controls, and continuous improvement across call centers / dispatch / PBX for the system
Provide high-level oversight for call center operations, ensuring efficient and effective service delivery across all regions
Lead and enhance quality and service delivery standards across the program
Assure processes and resources are deployed for planning, installing, servicing, and maintaining appropriate systems
Leverage data analytics to monitor and evaluate performance, identifying trends, areas for improvement, and opportunities for innovation
Partner with key stakeholders across the enterprise to ensure best practices are embedded at all levels
Drive continuous improvement initiatives to enhance the efficiency and effectiveness of security systems and call center/dispatch services
Develop and implement strategic workforce plans to ensure the team is appropriately staffed, skilled, and prepared to meet current and future needs
Ensure financial accountability and the cost-effective use of resources while maintaining high standards of service
Lead change management efforts to drive successful implementation of new initiatives and programs

Requirements

What you’ll need

Extensive experience in call center operations, or a Bachelor's degree from an accredited institution with five years of relevant experience
Demonstrated understanding of security and telecommunications / call center technology in healthcare
Demonstrated understanding of regulatory requirements related to call center operations in healthcare
Demonstrated management / leadership experience in a highly matrixed organization
Demonstrated ability to implement processes and technology standards
Effective communication skills both verbally and in writing, along with public relations skills
Hold and maintain a valid Driver's License
Five years’ experience leading technical or customer service teams (preferred)
Experience implementing strategic plans in a highly matrixed organization (preferred)
Experience leading dispatchers in an emergency telecommunications center (preferred)
Master’s degree in related field (preferred)

Benefits

Comp & perks

Eligible to participate in the Annual Pay for Performance (AP4P) Plan
Generous benefits package including health insurance and wellness programs