[Hiring] Contact Center Director @InnovaCare Health

Role Description

InnovaCare Health operates more than 40 clinics throughout Florida and Texas, recognized as a leader in transforming how care is delivered. Our physician-led model blends clinical expertise, advanced technology, and a commitment to personalized, coordinated care that puts patients at the center of every decision.

As we continue to grow, we invite passionate individuals to explore opportunities with InnovaCare Health and join us in improving the lives of those we care for each day.

Qualifications

• Experience in operational leadership and performance governance.
• Strong team leadership and talent development skills.
• Proven ability in quality assurance oversight.
• Experience in workforce management oversight.
• Vendor management experience.
• Technology and systems governance expertise.
• Strategic planning and executive engagement capabilities.

Requirements

• Own enterprise contact center performance across all markets and channels.
• Convene and chair a weekly cross-market operations review with all three Market Managers.
• Establish a monthly executive reporting cadence to the Executive Sponsor.
• Implement and maintain a formal escalation governance framework.
• Build and maintain the contact center's operating calendar.
• Own the contact center's improvement roadmap.
• Directly lead three Market Managers and the Quality Manager.
• Partner with HR to build a contact center talent strategy.
• Facilitate quarterly all-hands contact center communication.
• Sponsor the enterprise QA program across all contact channels.
• Approve the weekly staffing plan and schedule.
• Serve as InnovaCare's primary contract authority over the HGBPO relationship.
• Maintain HGBPO operational readiness.
• Serve as the operational authority for all contact center technology decisions.
• Develop and maintain a 12-month contact center strategic plan.

Benefits

• Empower patients through education, partnership, and compassionate support.
• Support long-term health, independence, and quality of life.
• Build strong, lasting relationships with patients.
• Engagement and organizational identity across the multi-market, multi-brand structure.

Company Description

InnovaCare Health is committed to building strong, lasting relationships with our patients. We emphasize proactive prevention through screenings, vaccinations, and early detection to help patients stay healthy and active.

• Deeply rooted in the communities we serve.
• Partnering with local organizations and supporting families.
• Ensuring every patient feels seen, supported, and cared for.