AVP Call Center Operations
A company is looking for an AVP, Call Center Operations (Inbound & Outbound). Key Responsibilities Oversee and manage multiple Member and Provider Contact Centers to ensure high-quality service delivery Directly manage Directors and Regional Directors to resolve member and provider inquiries and enhance service experiences Implement strategies and programs to meet departmental KPIs and improve overall customer service quality Required Qualifications Graduate Degree or equivalent combination of education and experience 15+ years of experience in Contact Center Management Proven leadership success in medium-large contact centers managing multiple people managers Experience working within a matrixed environment with dotted line responsibilities Strong collaboration skills
A company is looking for an AVP, Call Center Operations (Inbound & Outbound).
Key Responsibilities
Oversee and manage multiple Member and Provider Contact Centers to ensure high-quality service delivery
Directly manage Directors and Regional Directors to resolve member and provider inquiries and enhance service experiences
Implement strategies and programs to meet departmental KPIs and improve overall customer service quality
Required Qualifications
Graduate Degree or equivalent combination of education and experience
15+ years of experience in Contact Center Management
Proven leadership success in medium-large contact centers managing multiple people managers
Experience working within a matrixed environment with dotted line responsibilities
Strong collaboration skills
