AVP Call Center Operations

Job Summary

A company is looking for an AVP, Call Center Operations (Inbound & Outbound).

Key Responsibilities

• Oversee multi-site Member and Provider Contact Centers to ensure high-quality service delivery
• Manage Directors and teams to effectively resolve member and provider inquiries and complaints
• Collaborate with various departments to enhance member and provider experience and meet departmental KPIs

Required Qualifications

• Graduate Degree or equivalent combination of education and experience
• 15+ years of Contact Center Management experience
• Proven leadership success in managing multiple people managers within medium-large contact centers
• Ability to work in a matrixed environment with dotted line responsibilities
• Strong collaboration and communication skills