[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 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.

The Contact Center Director does not manage individual agents directly. Strategic and operational decisions requiring executive authority are escalated to the Executive Sponsor.

Qualifications

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

Requirements

• Own enterprise contact center performance across all markets and channels
• Convene and chair a weekly cross-market operations review
• 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 other key roles
• Partner with HR to build a contact center talent strategy
• 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
• Serve as the operational authority for all contact center technology decisions
• Develop and maintain a 12-month contact center strategic plan

Benefits

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

Company Description

InnovaCare Services Company, LLC is committed to providing high-quality healthcare services. The company focuses on innovation and excellence in patient care.