IntellaTriage ยท 1 day ago
Director of Contact Center Operations
United States
Full-time
Remote
Director/Executive
$130K/yr - $135K/yr
7+ years expIntellaTriage is dedicated to providing compassionate after-hours care through a virtual nursing team. The Director of Contact Center Operations is responsible for overseeing the operational functions of a clinical call center, ensuring effective staffing, scheduling, and compliance processes to enhance service delivery.
Health CareInformation Technology
Responsibilities
Own forecasting, capacity modeling, staffing plans, and scheduling strategies across all shifts and client programs
Establish and manage processes for real-time adherence, intraday management, and schedule optimization (PTO planning, shift trades, overtime)
Set and monitor service level, ASA, abandonment, occupancy, shrinkage, and productivity targets
Lead continuous improvement scheduling efforts to reduce burnout and improve staffing stability (predictable schedules, coverage models, escalation plans)
Oversee the team responsible for client-facing scheduling requirements (appointments, callbacks, coverage windows, and service commitments)
Ensure client scheduling workflows are accurate, timely, and aligned with clinical protocols
Create strong operating rhythms with external client contacts; manage escalations and drive issue resolution
Maintain audit-ready compliance processes (documentation standards, training completion, attestation tracking, background checks as applicable)
Partner with Compliance/Legal/HR to ensure operational execution of regulatory requirements and client-specific credentialing
Manage and develop the on-shift supervisor function to ensure consistent coverage, effective escalation handling, and operational execution
Standardize supervisor workflows (incident response, patient/client escalations, QA support, coaching coordination, handoffs)
Create clear playbooks for shift transitions, peak-volume support, and downtime activities
Oversee administrative team members supporting onboarding logistics, system access, readiness checklists, and operational communications
Qualification
Required
Bachelor's degree in business, Operations, Healthcare Administration, or related field required; equivalent experience will be considered
7+ years of progressive operations leadership in a contact center, healthcare operations, or high-compliance services environment
3+ years leading WFM and/or scheduling functions with demonstrated KPI ownership
Proven people leader with experience managing supervisors/managers and support teams
Strong analytical capability: forecasting, capacity planning, performance measurement, and process improvement
Experience operating in a regulated environment (healthcare strongly preferred), with strong process and controls orientation
Excellent stakeholder management skills with internal partners and external clients
Preferred
Master's degree (MBA/MHA/MPH) preferred
Lean/Six Sigma or WFM certification/training preferred
Experience supporting clinical programs or a nurse-staffed call center (RNs/LPNs)
Familiarity with multi-state licensure operations and credentialing workflows
Experience with WFM tools (e.g., NICE, Verint, Calabrio, Genesys WFM) and ticketing/knowledge systems
Lean/Six Sigma or equivalent continuous improvement training
Experience scaling operations across multiple clients/programs and 24/7 coverage
Company
IntellaTriage
#1 provider of Nurse Based Triage and Telehealth Patient Engagement Solutions
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Daniel Reese
Chief Executive Officer
Tony Schulte
Chief Operating Officer
Recent News
2025-10-31
Company data provided by crunchbase