Director, Call Center Operations

The Director, Call Center Operations is responsible for overseeing the centralization of call center functions, combining the Access Center and Care Navigation teams within Array. This leadership role focuses on driving operational excellence, enhancing efficiency, and managing system changes to ensure superior service delivery and patient satisfaction. The ideal candidate will possess strong leadership skills, a deep understanding of customer service principles, and the ability to collaborate across cross-functional teams. The role involves leading the integration of teams, developing strategies, supervising staff, analyzing processes and data, overseeing system transitions, establishing performance metrics, ensuring patient satisfaction, collaborating with other departments, designing training programs, and providing strategic recommendations.