Director, Contact Center Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and manage a dynamic, compliant contact center comprising inside sales professionals dedicated to supporting Healthcare Professionals.

• Facilitate outbound engagement through structured product education, TeleSampling, and clinically-based Teledetails.

• Oversee forecasting, analytics, performance enhancement, process excellence, workforce strategy, sales enablement infrastructure, incentive design input, omnichannel coordination, and the maturity of the technology stack.

• Establish and maintain a sales-oriented operating rhythm that includes planning, cadences, and coaching.

• Design scalable staffing frameworks for recruiting, hiring, training, and development.

• Develop and oversee incentive programs.

• Manage operations across multiple sites and channels, including phone, SMS, and chat/video, with both onshore and offshore teams.

• Collaborate with Analytics to prioritize segments, allocate business books, and refine territories, scripts, and digital sales aids.

• Track competitive trends that impact program performance and client satisfaction.

• Utilize call analytics and standardized scorecards to enhance adherence to call guides, clinical accuracy, objection management, and closing discipline.

• Implement Salesforce CRM, intelligent IVR, sentiment analysis, and AI automation.

• Coordinate sample/literature initiatives and promote attendance at CME/webinars when available.

• Provide insights regarding pipeline status, sample requests, Rx momentum, capacity, and ROI.

• Conduct weekly/monthly business reviews with necessary corrective actions.

• Ensure compliance with PI/Fair Balance, HIPAA, and promotional standards; direct off-label inquiries to MSLs and uphold audit-ready quality assurance.

• Assess SOPs and work instructions, making or recommending changes as necessary.

⛳️ Requirements

• Familiarity with Veeva, Adobe Connect, FB Messenger, Chat integration, and/or SMS.

• Experience in clinical detailing at scale, including scripts, IVAs, objection handling, and the incorporation of CME/webinars and samples/literature into the sales process.

• Proven track record in creating and managing sales incentives.

• Prior experience aligning Field Sales with Inside Sales.

• Strong project management skills.

• Bilingual proficiency in English and Spanish.

• A builder-operator mindset: rigorous, data-driven, and hands-on with established standards and accountability.

• A clinically credible communicator capable of coaching representatives to excellence and influencing cross-functional partners.

• Executive presence for effective communication with Clients and Senior Leadership, along with change leadership across various sites and vendors.

• Demonstrated leadership capabilities in successfully managing remote teams and collaborating with key stakeholders and diverse workgroups.

• Proficient in Salesforce; predictive scoring and pipeline analytics.

• Strong knowledge of managing contact center operations and technologies (NICE CXone, Genesys, 100ms), intelligent IVR, sentiment analysis, SMS/chat, dialer, and WFM/QA.

• Familiarity with call-recording/QA, digital sales aids/IVAs, and knowledge bases.

• Excellent written and verbal communication abilities.

• Strong interpersonal skills, with a proven ability to lead, manage, develop, and motivate a large contact center team.

• Capability to navigate change, such as technology implementations and restructuring, in a fast-paced environment.

• Strong technical aptitude and analytical capabilities.

• Experience managing complex operations to achieve specific SLAs or KPIs.

• Job activities conducted 100% indoors.

• Significant manual dexterity (keyboarding, mouse, phone usage).

• Proficient in phone communication.

• Ability to sit for extended periods.

• Occasionally lift, carry, and move items weighing up to 25 pounds.

🏝️ Benefits

• Health insurance.

• Dental insurance.

• Vision insurance.

• Retirement plan options.

• Paid time off.

• Paid parental leave.

• Employee assistance programs.

• Additional perks.

• Eligible employees may qualify for performance bonuses.