[Hiring] Contact Center Director @InnovaCare Health

Role Description

The Contact Center Director is the senior operational leader of InnovaCare's contact center, responsible for the performance, governance, culture, and strategic direction of the enterprise contact center function across all Central Florida markets (FCP/IPF, TMG/PFH, OFP). This role provides direct executive-level oversight of all contact center operations, including:

• Omnichannel service delivery across voice, digital, and asynchronous channels
• Workforce management
• Quality assurance
• Technology governance
• Vendor management
• Talent development

This role also owns the governance relationship with the HGBPO after-hours vendor, including SLA compliance, contract oversight, and performance management.

The Contact Center Director leads a team of three Market Managers, a Quality Manager, and a WFM & Business Systems Administrator, and is accountable for the performance outcomes produced by each function.

This role represents a deliberate structural elevation from the current Contact Center Head/Lead position, reflecting expanded scope, executive accountability, and the authority required to drive cross-market transformation.

Qualifications

• Experience in contact center operations
• Strong leadership and team management skills
• Proven ability to drive performance and governance
• Expertise in quality assurance and workforce management
• Strong communication and interpersonal skills

Requirements

• Own enterprise contact center performance across all markets and channels
• Establish, publish, and monitor KPI targets
• Convene and chair weekly cross-market operations reviews
• Establish a monthly executive reporting cadence
• 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 other team members
• 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
• Chair the monthly HGBPO business review
• 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
• Prepare and present quarterly business reviews to the Executive Sponsor

Benefits

• Competitive salary
• Health, dental, and vision insurance
• Retirement plan options
• Paid time off and holidays
• Professional development opportunities

Company Description

InnovaCare participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.