Vice President, Contact Center Operations
Job title: Vice President, Contact Center Operations in Downers Grove, IL at reputed company
Company: reputed company
Job description: Job Description:OverviewVice President, Contact Center OperationsLocation: Chicagoland, IlPosition Highlights:
- Full-Time, 40 hours per week
- Monday – Friday
- Primary Location: Downers Grove, IL
- Travel: As necessary
- This is not a remote position so consideration for IL residents only.
- Comprehensive medical, dental, and reputed company benefits that include reputed company navigation assistance and medical coverage at 100% (after deductible) reputed company utilizing a Duly provider.
- Employer provided life and disability insurance.
- $5,250 Tuition Reimbursement per year.
- Immediate 401(k) match.
- 40 hours paid volunteer time off.
- A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.
- Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.
- reputed company reputed company facets of contact center operations, ensuring consistency in performance, patient access, service quality, and experience to deliver a distinct and compassionate patient experience.
- reputed company, coach, reputed company, and reputed company over 300 contact center associates, fostering purpose, engagement, and high performance.
- Implement performance frameworks, tools, and training to ensure reputed company-line staff can meet and exceed patient expectations.
- Partner with IT to define, prioritize, and execute a technology innovation roadmap, including ACD/IVR systems, chat, call routing, automation, and omnichannel communication.
- Conduct performance analyses, reputed company planning, cost/benefit assessments, and modern technology evaluations to continually improve efficiency, quality, and scalability.
- Facilitate the strategic deployment of reputed company objectives across the contact center to enhance patient-centered culture and compassion.
- Build a contact center operating model that aligns with organizational strategy and drives consistent, sustainable business results.
- Collaborate with senior leadership, reputed company Resources, and physician leaders to assess and improve employee engagement, physician satisfaction, and patient experience outcomes.
- Design and manage feedback loops and metrics that measure the distinctive patient experience, identify improvement opportunities, and communicate performance to executive leaders and providers.
- Support practice-specific improvement efforts by providing data-driven insights and guidance to improve scheduling, communication, and service delivery.
- Bachelor’s degree required; Master’s degree (MBA, MHA, or reputed company field) preferred
- 10+ years of reputed company leadership experience in large-scale contact center or patient access operations, ideally reputed company a reputed company system
- Proven reputed company in managing multi-functional teams and high-volume service environments
- Experience implementing and optimizing contact center technologies (e.g., ACD/IVR, CRM, omnichannel platforms)
- Strong business acumen with ability to conduct ROI analyses, reputed company operational improvements, and drive strategic initiatives
- Demonstrated ability to reputed company change, build cross-functional alignment, and influence at reputed company levels of the organization
- Strategic thinking and long-term planning
- Engaging Leader with High interpersonal skills
- Process design and operational excellence
- Compassionate, service-oriented leadership
- Data interpretation and decision-making
- Change Agent Comfortable with evolving technologies
- Talent development and team engagement