Senior Director, Retrieval Operations – Call Center, Workforce Operations

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

📋 Description

• Design and implement the call center and workforce strategy across both onshore operations and offshore partners, as well as Workforce Management and capacity planning.

• Oversee performance in onshore and global provider outreach, ensuring accountability for productivity, retrieval outcomes, quality, service, compliance, and cost management.

• Develop outreach strategies that encompass agent-led, AI-enabled, and other communication channels.

• Spearhead the transformation of the call center in collaboration with Product and Engineering, focusing on automation, agent workflow enhancements, AI integration, self-service, and workforce technologies.

• Take ownership of the adoption of new tools and workflows, assessing their impact on retrieval yield, provider experience, quality, productive capacity, and cost-to-serve.

• Mentor and develop leaders within the call center and Workforce Management teams.

• Convert retrieval targets and demand into outreach volumes, staffing needs, and weekly operational plans.

• Manage demand forecasting, scheduling, intra-week management, utilization, and capacity management against actual performance.

• Establish standards and governance for forecasting and capacity planning.

• Enhance provider outreach, staffing strategies, scheduling, and workflows.

• Provide executive oversight for global outsourcing partnerships, including capacity management, vendor scorecards, governance, financial performance, risk assessment, corrective actions, and ongoing improvement initiatives.

• Create integrated performance models for both onshore and offshore operations.

• Oversee operating plans, budgets, vendor expenditures, unit economics, and cost-to-serve metrics.

• Counsel executive leadership and collaborate with departments including Operations, Product, Engineering, Finance, Client Success, Legal, Procurement, Compliance, and Technology.

• Drive organizational change and implement standardized, scalable practices across teams that are geographically and culturally diverse.

⛳️ Requirements

• Bachelor’s degree in business administration, operations, healthcare administration, finance, technology, or a related field from an accredited institution; equivalent relevant professional experience may be accepted in place of a degree.

• Minimum of 10 years of progressive experience in call center operations, Workforce Management, capacity planning, vendor management, healthcare operations, or a related sector.

• At least seven years of experience in people leadership roles, including leading directors, senior managers, or other leaders in complex operational settings.

• Experience in senior leadership roles managing large-scale onshore and offshore call center operations or global business process outsourcing partnerships.

• Proven record of establishing an operating strategy and leading call center transformation, including the integration of automation or AI-enabled workflows with quantifiable operational results.

• Experience in the healthcare industry, ideally within medical record retrieval, payer operations, health information management, or another regulated environment.

• Extensive knowledge in provider outreach, demand forecasting, capacity planning, staffing, scheduling, utilization, productive capacity management, quality assurance, and performance enhancement.

• Demonstrated success in creating integrated performance models, KPIs, SLAs, forecast accuracy standards, vendor scorecards, governance protocols, and corrective action initiatives.

• Proven capability to enhance outreach efficiency, forecast accuracy, productive capacity, retrieval performance, vendor outcomes, and operating costs.

• Strong financial and analytical skills, with experience in unit economics, cost-to-serve analysis, budgeting, vendor spending, business case development, and plan-versus-actual assessments.

• Experience in managing strategic vendor relationships, including contract negotiations, performance assessments, executive business reviews, risk management, and improvement planning.

• Familiarity with business intelligence tools such as Snowflake, Sigma, or Power BI, along with call center, Workforce Management, quality assurance, telephony, CRM, or omnichannel technologies.

• Executive presence combined with excellent communication, change leadership, and collaborative skills, with the ability to influence senior leaders and translate complex operational and financial data into actionable insights.

• Willingness and ability to travel up to 20%, including international travel.

• Please note that this position is not eligible for employment sponsorship.

🏝️ Benefits

• Comprehensive total rewards strategy.

• Post-offer health screenings and vaccinations as mandated by clients.

• Reasonable accommodations provided for individuals with physical and mental disabilities.

• Commitment to an Equal Employment Opportunity workplace.

• Opportunity for international travel up to 20%.