Director, Provider Intake Contact Center

Responsibilities: Lead the strategic vision and operational execution of a high-volume omnichannel provider intake contact center. Oversee workforce strategy, technology modernization, and quality assurance to ensure exceptional service delivery and provider partnerships.

Requirements: Requires a Bachelor's degree and at least seven years of progressive leadership experience in contact center operations, including three years managing large-scale teams of 100+ employees. Proven expertise in workforce optimization, CRM platforms, and operating within highly regulated industries is essential.

Key skills: Contact Center Operations, Workforce Management, Omnichannel Strategy, Customer Experience, Operational Leadership, Strategic Planning, Performance Management, CRM Optimization, Budgeting, Change Management, Regulatory Compliance, Data Analysis

Keywords: Contact Center, Omnichannel, Workforce Planning, KPIs, CRM, AI Solutions, Digital Transformation, Quality Assurance, Service Level Agreements, First-Contact Resolution, Regulatory Compliance, Healthcare, Legal Services, Financial Services, Insurance, Resource Planning, Operational Excellence