Director of Call Center Operations

Company Conformance StatementsIn the performance of their respective tasks and duties all employees are expected to conform to the following:Perform quality work within deadlines with or without direct supervision.Interact professionally with other employees, customers and suppliers.Work effectively as a team contributor on all assignments.Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.Position Purpose:The Director of Call Center Operations will lead centralized call center operations across our dermatology practices, ensuring callers receive timely, consistent, and compassionate service.This leader will oversee call center staffing, performance, training, quality assurance, and process improvement while partnering with clinical, operations, and technology teams to strengthen call center service and efficiency. This role requires proven experience managing Zoom Contact Center and Zoom Phone in an enterprise environment, along with demonstrated healthcare call center leadership experience.The ideal candidate combines strong operational leadership with hands-on platform knowledge and experience integrating automation and AI into patient service workflows.Key responsibilities:Call Center LeadershipLead daily operations across multiple call center teams supporting a geographically distributed healthcare organization.Manage call center managers, supervisors, and staff, establishing clear accountability and performance expectations.Develop staffing plans, schedules, and workforce management practices aligned with call volume, demand patterns, and service goals.Establish consistent workflows for appointment scheduling, rescheduling, cancellations, patient inquiries, and escalation to clinical or practice teams.Build a service culture centered on patient experience, accuracy, responsiveness, and continuous improvement.Zoom Contact Center and Zoom PhoneServe as the operational owner of Zoom Contact Center and partner with IT on Zoom Phone workflows supporting call center operations.Direct the design and improvement of call queues, routing, IVR flows, overflow coverage, and escalation paths.Use platform reporting and analytics to identify service gaps and improve team performance.Partner with IT and vendors on configuration changes, troubleshooting, testing, and deployment.Establish change control and validation processes for updates affecting patient-facing call flows.Performance and QualityEstablish and manage key performance indicators, including abandonment rate, average speed of answer, service level, handling time, scheduling conversion, quality scores, and patient satisfaction.Build actionable reporting that helps leaders identify call center trends, address backlogs, and improve service levels.Implement call monitoring, quality assurance, coaching, and training programs.Balance productivity goals with service quality and patient needs.Identify missed and abandoned calls and unsuccessful scheduling attempts; establish call center follow-up workflows to resolve outstanding caller needs.Call Center Workflows and AutomationPartner with practice operations to ensure call center staff follow approved scheduling workflows and appointment guidelines.Coordinate with clinical teams to ensure patient concerns and urgent inquiries reach the appropriate staff promptly.Support the rollout and ongoing optimization of Voice AI and other automation used within call center workflows.Establish effective handoffs between automated services and live staff.Ensure teams follow organizational privacy, security, and patient information handling requirements.Education:Bachelor’s degree in business administration, Healthcare Administration, Operations Management, Human Resources, Healthcare Management, or a related field; or an equivalent combination of education and progressively responsible leadership experience is preferred.Master’s degree in healthcare administration (MHA), Business Administration (MBA), Public Health (MPH), or a related field is preferred.Professional certifications such as:o Certified Call Center Manager (CCCM)o Certified Contact Center Director (CCCD)o Lean Six Sigma Green Belt or Black Belto Project Management Professional (PMP)o Healthcare-related operational leadership certificationsRequired Qualifications:Minimum of 7 years of experience managing call center.Proven healthcare call center leadership experience, including responsibility for call handling, appointment scheduling, and caller service.Demonstrated experience managing Zoom Contact Center in an enterprise environment. Experience must extend beyond agent use to operational administration, call routing, reporting, and workflow optimization.Demonstrated enterprise experience with Zoom Phone, including coordination between centralized contact center operations and practice-level telephony.Experience leading high-volume, multi-site or distributed call center operations.Experience managing managers or supervisors, workforce planning, quality assurance, and performance improvement.Strong analytical skills and the ability to translate operational data into measurable improvements.Working knowledge of healthcare scheduling, EHR/practice management workflows, and patient privacy requirements.Strong communication, collaboration, and change management skills.Preferred QualificationsExperience in dermatology, specialty physician practices, or a multi-site healthcare services organization.Experience implementing or optimizing Voice AI and call center automation.Familiarity with NextGen practice management and ModMed EMA.Experience consolidating call center operations or standardizing workflows across acquired practices.Bachelor’s degree in business, healthcare administration, or a related field, or equivalent relevant experience.Success in This RoleSuccess will be measured by reduced call abandonment and wait times, stronger call center productivity and scheduling accuracy, consistent service quality, effective staff development, and successful integration of Zoom platforms and automation into daily call center operations.Our competitive benefits package includes the following:Medical, Dental, and Vision insuranceShort-term/Long-term disabilityLife and other voluntary plans401(k) planEmployee Referral ProgramPaid Time-OffCompany-Paid HolidayEquipment Operated: Standard office equipment including computers, fax machines, copiers, printers, telephones, etc.Physical Requirements: Must possess manual dexterity to operate office machines including computers and calculator; stooping and bending to handle files and supplies; and mobility to complete errands or deliveries. Includes handling of sharps and chemicals. Multiple staff demands and deadlines can trigger stress.Equal Employment Opportunity:Platinum Dermatology Partners is committed to a policy of equal employment opportunities for applicants and Employees. Employment decisions will comply with all applicable laws prohibiting discrimination in employment, including Title VII of the Civil Rights Act of 1964, The Age Discrimination in Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, the California Fair Employment and Housing Act, and all other applicable state and federal laws.Platinum Dermatology Partners does not permit discrimination of any type against an employee because of any of the following legally protected characteristics: gender, race, color, religion, country of origin, mental disability, physical disability, marital status, gender identity, gender expression, ancestry, genetic information, medical condition, age, sexual orientation, or pregnancy.Please note that any offer of employment is contingent on the successful completion of pre-employment background checks.No phone calls or agencies, please. #J-18808-Ljbffr Platinum Dermatology Partners