Position Summary: As Director of Call Center Administration-Outreach, you will oversee the internal functions of the Outreach team to ensure staff are supported, empowered, and equipped to deliver exceptional service. This role fosters a positive and productive work environment, manages administrative operations, and implements strategies that enhance staff performance and satisfaction. Additionally, you will provide direct supervision and leadership to team leads/supervisors to ensure alignment with organizational goals and operational excellence. This position partners across the department and organization to identify improvement opportunities and implement change to ultimately improve the experience, increase revenue, decrease operational expenses, and bring more stability, consistency, and compliance to the outreach team. Responsibilities: Lead initiatives to support staff development, morale, and retention. Oversee administrative functions, including scheduling, compliance, and resource allocation. Develop and implement staff-focused training and support programs. Collaborate with team leads to address staff concerns and ensure alignment with organizational goals. Work with team leadership to drive efficient call volume activity and management through communication, focusing on operational and client targets, service levels, and call queue monitoring. Manages and enhances outreach technology, including dialer performance metrics, to ensure SLA adherence and meet outreach KPIs. Implements process improvements that increase member enrollment and onboarding performance Review large amounts of data to identify real-time areas of focus. Gain insights from data by developing reports, metrics, and KPIs. Lead improvement initiatives to ensure outreach call targets and goals are met Proactively identifies operational efficiency and member experience enhancement opportunities Develops standards and monitors metrics and targets for call volume, consents, declines, and timeliness Prepare reporting to be shared across the organization on the health of the contact center as well as the results of campaigns Champion change within the call center includes offering innovative ideas and continuously developing knowledge and processes within the compassionate support center to improve the member experience, employee satisfaction, and corporate performance All other duties as assigned

Requirements: Bachelor's degree or extensive experience in lieu of formal education Eight (8) years of Contact Center Operations experience with at least five (5) years of Outbound experience Five (5) years of proven management experience with direct reports, preferably in the healthcare or sales industry Functional knowledge of call center technology and systems, process flow, telephony, CRM tools, technology, and all processes within a call center environment Flexible schedule for various shifts, including evenings and weekends Bilingual English/Spanish preferred Flexible to work a structured schedule that includes evening hours up to 8:00 p.m. in a HIPAA-compliant remote setting Skills: Excellent verbal and written communication skills Exceptional interpersonal, Customer service, problem-solving, and conflict-resolution skills Ability to create and interpret analytical data and lead corrective actions as required Ability to identify concerns or patterns and effectively problem-solve while driving for excellence Strong and effective leadership, mentoring, and coaching skills with the ability to motivate and develop employees to support their engagement, growth, and goal achievement Ability to effectively communicate and collaborate to influence performance