Vice President Operations

As an Engagement Services Leader in U.S. Healthcare Contact Center Operations, you will play a crucial role in overseeing and driving the success of our contact center operations. Your primary responsibility will be to manage key client relationships, ensure operational excellence, and drive customer satisfaction within the healthcare industry. You should possess a deep understanding of contact center best practices, healthcare regulations, and have the ability to lead teams effectively while fostering a customer-centric environment. Your key responsibilities will include being the primary point of contact for healthcare clients, developing strong relationships with key stakeholders, and delivering tailored strategies to meet client expectations. You will oversee the daily operations of the contact center, manage key functions such as inbound and outbound calls, customer service, and appointment scheduling. Monitoring real-time performance, identifying issues, and implementing corrective actions when necessary will also be part of your role. Leading and developing a high-performing team of contact center agents, supervisors, and managers will be essential. You should promote a positive, customer-focused culture, provide ongoing coaching and training, and support employee engagement initiatives to maintain high morale and reduce turnover. Additionally, you will be responsible for client reporting, communication, business process improvement, compliance with healthcare regulations, and driving continuous improvement in operational efficiency. To qualify for this role, you should have a Bachelor's degree in business administration, Healthcare Management, or a related field, with at least 20+ years of experience in healthcare contact center operations. Strong leadership, communication, and interpersonal skills are required, along with a proven track record in managing contact center teams and client relationships. Proficiency in contact center technologies, analytical mindset, problem-solving skills, and relevant certifications in healthcare management or project management will be advantageous. As an ideal candidate, you should be client-focused, results-driven, and possess strong strategic thinking abilities. You should be able to manage change effectively, adapt to a dynamic healthcare environment, and foster positive relationships both internally and externally. This position offers a competitive salary and benefits package, a collaborative work environment, opportunities for career growth, and the chance to make a significant impact on healthcare service delivery.,