Director, Call Center Operations

Description

Medica is seeking a strategic and tech-savvy Director of Call Center Operations to lead our Tier 1 high-volume call center. This position sets direction, provides leadership, manages staff and monitors performance of all functions within the customer service call center teams. Teams include all customer service call teams and workforce management and planning. These teams directly and indirectly support and strengthen Medica's Brand with prospective members, members / enrollees, employers, brokers, providers and payers.

This role is pivotal in driving operational excellence, enhancing customer experience, and advancing our omni-channel service capabilities-including chat, bots, secured messaging, and telephonic support.

Key Accountabilities :

• Lead and evolve Tier 1 operations with a focus on efficiency, complexity management, and customer satisfaction.
• Expand and manage omni-channel support including chat, bots, secured messages, and hybrid models.
• Partner with technology teams to improve IVR containment, telephony systems, and CRM integration.
• Utilize knowledge management systems and AI tools to support agents and automate responses.
• Analyze call drivers and performance data to inform staffing, training, and escalation strategies.
• Foster a culture of continuous improvement and proactive member engagement.

The ideal candidate will bring a build-and-influence leadership style, leveraging existing groundwork to optimize efficiency and elevate service delivery. You will champion self-service adoption, automation, and data-driven decision-making to reduce call volume and improve Net Promoter Scores (NPS) across all channels.

Qualifications

Experience with telephony (CaaS), IVR, CRM, and knowledge management platforms

Excellent communication and cross-functional collaboration skills

This position is an Office role, which requires an employee to work onsite at our Minnetonka, MN or Madison, WI office, on average, 3 days per week.

The full salary range for this position is $111,200 - $190,600. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and / or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

Eligibility to work in the US : Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.