Vp Of Call Center Operations

Summary

Join one of the fastest-growing HealthTech companies in the US as a Vice President of Call Center Operations. This remote role, based in LATAM or the Philippines, is ideal for experienced leaders with a proven track record in call center management. You will lead and manage teams of 100+ agents, optimizing operations, driving performance through data-driven strategies, and implementing innovative solutions. The position requires extensive experience in call center management, including dialing strategies, scriptwriting, coaching, and data analysis. You will be responsible for overseeing SMS campaigns and dialer systems, while coaching teams on appointment scheduling. This is a high-impact role offering the chance to shape call center strategy and drive measurable results.

Requirements

• Extensive experience managing call center teams of 100+ agents, with a preference for remote team management
• In-depth knowledge of dialing strategies, scriptwriting, and coaching techniques
• Experience managing dialer systems (e.g., Five9), with a solid understanding of their operation and optimization
• Ability to analyze and interpret call center data, turning insights into strategies that improve outcomes
• Hands-on experience with SMS campaigns as part of an integrated communication strategy
• Strong track record of improving contact rates, conversion rates, and overall team performance

Responsibilities

• Develop and implement dialing strategies that align with business goals. Optimize contact lists to improve contact rates, conversion rates, and overall performance
• Manage teams of 100+ agents, ideally in a remote environment, ensuring high engagement and achievement of KPIs
• Write scripts, coach agents, and implement performance improvement initiatives to elevate results
• Analyze contact center data to identify trends and transform insights into actionable strategies that drive success
• Design, execute, and oversee SMS campaigns to enhance customer outreach and engagement
• Oversee call center dialers, with hands-on experience required
• Lead and coach teams on appointment scheduling, confirmations, and rescheduling to improve efficiency and customer satisfaction

Preferred Qualifications

Five9 experience

Benefits

• This is a unique opportunity to lead a large, remote team in a high-impact role
• You’ll have the chance to shape call center strategy, implement cutting-edge solutions, and drive measurable results in a dynamic and fast-paced environment