Director, Call Center Operations

Overview

Array Behavioral Care is the nation’s leading virtual psychiatry and therapy practice. As the leading mental health provider, Array is on a mission to transform access to quality, timely behavioral health care through innovative telepsychiatry solutions and services that span the entire care continuum, from the hospital to the home. Array partners with an extensive network of hospitals, health systems, community healthcare organizations, and payors to improve access and deliver the highest quality of care to patients. 

ABOUT THE ROLE 

The Director, Call Center Operations is responsible for overseeing the centralization of call center functions, combining the Access Center and Care Navigation teams within Array. This leadership role focuses on driving operational excellence, enhancing efficiency, and managing system changes to ensure superior service delivery and patient satisfaction. The ideal candidate will possess strong leadership skills, a deep understanding of customer service principles, and the ability to collaborate across cross-functional teams. 

WHAT YOU’LL DO 

• Lead the integration of Access Center and Care Navigation teams into a unified call center operation. 
• Develop and implement strategies to streamline processes and improve service delivery. 
• Supervise and mentor call center managers and staff, fostering a culture of excellence, accountability, and continuous improvement. 
• Analyze current processes, identify areas for improvement, and implement best practices to enhance operations efficiency. 
• Utilize data driven approaches to optimize call handling and service quality. 
• Oversee the transition to new systems and technologies. Manage the change process to ensure minimal disruption and successful adaptation by the team. 
• Establish and monitor performance metrics by creating scorecard and key performance indicators (KPIs) to assess team performance and identity opportunities for enhancement. 
• Ensure high standards of patient service and satisfaction. Address escalates issues and implement feedback mechanisms to continually improve the patient experience. 
• Work closely with other departments, including IT and clinical teams, to ensure seamless integration and communication across the organization. 
• Design and implement training programs for center staff to improve skills, knowledge, and performance. 
• Implement strategies to prevent and minimize the impact of common issues, reengineering processes where appropriate. 
• Provide regular reports to leadership, offering strategic recommendations based on data analysis. 
• Identify gaps and inefficiencies within internal systems that have adverse effect on services, and act as a consultant/liaison to deliver solutions for external facing parties 
• Other duties as assigned 

WHAT WE’RE LOOKING FOR 

• Bachelor’s degree, Master’s preferred 
• 7+ years’ experience in call center management, with at least 3 years in leadership roles 
• Experience managing large-scale call center operations and leading teams through transformations. 
• Strong understanding of call center technologies and best practices.
• Excellent leadership, communication, and interpersonal skills. 
• Experience in high growth company 
• Ability to analyze data, develop insights, and make strategic decisions. 
• Experience in healthcare or medical practice settings is highly desired. 

POSITION LOGISTICS 

• 100% remote position 
• Required to have a private office space in home or elsewhere for confidentiality
• Some travel for annual leadership retreats, team meetings, etc. 
• Full-time employment 
• Reports to the Chief Operations Officer

COMPENSATION AND BENEFITS 

• The pay range for this role is $136,000 – $146,000 annual, plus this role is bonus eligible. This information reflects the anticipated salary range for this position using current market data. The final offer will be determined based on an individual’s skills, years of experience, education, capacity, licenses, and other job-related factors permitted by law. 
• Medical, dental, and vision insurance, employer paid life & long-term disability insurance, additional voluntary benefits include short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance and flexible spending accounts (FSA) and health savings account (HSA) contributions 
• 20 days of accrued PTO annually, plus 8 paid holidays and 3 floating holidays 
• 401k 

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