Call Center Director

Call Center Director

Porter is hiring a Call Center Director. We are seeking a dynamic Call Center Director to lead our high-performance inbound and outbound call center operations in a high-growth health technology and services environment. This role will own both our internal call center operations and strategic vendor call center partner, driving operational excellence, member experience, and business outcomes. The ideal candidate thrives in high-intensity, fast-paced settings, is data-driven and decisive, and has a proven track record of scaling contact center performance with predictable and measurable results.

Key Responsibilities :

• Operational Execution Leadership : Own and direct all call center functions, including inbound, outbound, voicemail, and IVR operations, ensuring efficiency, compliance, and superior customer experience.
• Vendor Oversight : Manage and optimize relationships with external call center partners, ensuring SLA adherence, cost-effectiveness, and seamless integration with internal teams.
• Operational Excellence : Develop, implement, and monitor KPIs, workforce management practices, and process improvements to achieve performance targets and service delivery goals.
• Data-Driven Execution : Leverage reporting, analytics, and dashboards to drive decision-making, improve conversion rates, reduce handle time, and enhance member / client outcomes.
• Technology & Tools : Partner with technology teams to maximize the use of telephony, CRM, IVR, and workforce management platforms to streamline operations and improve scalability.
• Team Development : Recruit, develop, and mentor call center leaders and frontline teams, fostering a culture of accountability, performance, and continuous improvement.
• Member Experience : Champion a member-first approach, ensuring every interaction meets quality standards, compliance requirements, and aligns with the company's mission.
• Cross-Functional Partnership : Collaborate with Sales, Clinical Operations, Product, Marketing, and IT teams to align call center strategy and cadence with business priorities and growth initiatives.

Qualifications :

Benefits of Working with Porter :