Executive Director of Contact Center Operations

Overview

Texas Oncology is seeking a dynamic and experienced Executive Director of Contact Center Operations to lead our call center and drive transformative technology initiatives. This role is crucial in shaping the patient experience and optimizing our operational efficiency.

Texas Oncology is the largest community oncology provider in the country and has approximately 600+ providers in 220+ sites across Texas and southeastern Oklahoma. Our founders pioneered community-based cancer care because they believed in making the best available cancer care accessible to all communities, allowing people to fight cancer at home with the critical support of family and friends nearby. Our mission is still the same today-at Texas Oncology, we use leading-edge technology and research to deliver high-quality, high-touch, evidence-based cancer care to help our patients achieve "More breakthroughs. More victories." ® in their fight against cancer. Today, Texas Oncology treats half of all Texans diagnosed with cancer on an annual basis.

Why work for us?

Come join our team that is responsible for helping lead Texas Oncology in treating more patient diagnosed with cancer than any other provider in Texas. We offer our employees a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability coverage, a generous PTO program, a 401k plan that comes with a company match, a Wellness program that rewards you practicing a healthy lifestyle, and lots of other great perks such as Tuition Reimbursement, an Employee Assistance program and discounts on some of your favorite retailers.

Responsibilities

Key Responsibilities:

• Lead and optimize call center operations, ensuring exceptional customer service and efficient call handling

• Develop strategies to improve key performance metrics such as SLAs, AHT, FCR, and CSAT scores Drive technology transformations, including CRM and telephony system implementations

• Collaborate with cross-functional teams to identify and implement process improvements

• Manage vendor relationships, overseeing performance and contract negotiations

• Analyze call center data to identify trends and areas for improvement

• Oversee the development and execution of training programs for call center staff

• Foster a culture of continuous improvement and innovation

• Collaborate with senior leadership on long-term strategic planning

• Stay current with industry trends and emerging technologies in call center operations and patient experience

Qualifications

Qualifications:

• Bachelor's degree in Business Administration, Healthcare Management, or related field (Master's preferred)

• 10+ years of leadership experience in call center operations, preferably in healthcare

• Strong understanding of call center technologies and CRM systems

• Proven track record in leading transformative technology initiatives

• Excellent leadership, interpersonal, and communication skills

• Strong analytical and problem-solving abilities

• Exceptional organizational and project management skills

• Strategic mindset with ability to translate goals into actionable initiatives

• Results-oriented with a focus on continuous improvement and innovation