• Director, Contact Center Operations

    Job Locations US-UT-Salt Lake City
    Job ID
    # of Openings
  • Overview

    As the nation’s largest physician-owned and managed occupational health care company, WorkCare has provided occupational healthcare services to some of the world’s most prominent organizations since 1984.


    At WorkCare, we believe health care that harmonizes with your company’s environment and business objective is better care. Our clients benefit from an extensive selection of wellness resources suitable to their individual needs with more than 3,500 clinic providers nationwide and a growing international clinic provider network. Through our comprehensive medical services, we maximize the health and safety of more than 1,000,000 workers per year on a worldwide basis. Our board-certified occupational health physicians are passionate about delivering our mission to improve employee health, productivity and safety through physician managed consulting services, technology-based information systems and customer-focused business models. From preventative programs to primary care, medical surveillance and health management, we have created a standard of excellence that improves quality of life, generates cost-effective care and improves the health care of the workforce.


    WorkCare is the nation’s largest physician-owned and managed occupational health services company and is developing a significant global footprint. Along with a team of allied credentialed health professionals, WorkCare provides strategic and tactical consulting services and programs to:

    • Improve workforce productivity
    • Enhance employee health
    • Maintain regulatory compliance
    • Mitigate health-cost drivers
    • Advocate positive health behaviors

    We encourage employee growth and professional development and believe in the value of life-long learning. Employee input into our business is valued as we believe that everyone has a unique role to play.


    WorkCare is seeking qualified candidates for a Director, Contact Center Operations for our Incident Intervention Department in Salt Lake City, UT.



    The Director provides leadership and oversight to WorkCare’s Incident Intervention (I.I.) Department including its contact center operations.


    Key Responsibilities

    • Provides daily leadership to contact center operations to optimize effectiveness and efficiency.
      • Ensure adequate staffing and training
      • Apply best practices to meet or exceed program SLA’s and KPI’s
      • Work with Business Development and Account Management to establish or modify workflows to meet or exceed client specific deliverables
    • Provides overall direction to effectively manage the functions of Clinical Operations, Workforce Management, Training and Quality Assurance (QA)
    • Provides dynamic leadership that mentors, develops and guides managers, supervisors and staff to meet SLA’s and KPI’s
    • Oversees and promotes effective internal Quality Assurance (QA) program fostering continuous improvement
    • Analyzes contact center metrics and KPI’s and recommends strategies to improve service levels
    • Proactively advises senior management on contact center performance, recommendations for improvements and analysis of call statistics
    • Works collaboratively with other departments to ensure service, quality and other company-wide goals are met
    • Ensures all policies, standards, performance criteria and metrics are reviewed on a regular basis to continuously improve productivity and service quality
    • Assists with ongoing development of WorkLink software
    • Works with Medical Director ensuring Physicians are apprised of department goals, direction and policies and procedures
    • Works closely with VP of Account Management addressing client concerns/issues, planning for client growth and communication materials



    • Bachelor’s degree in business or related field required
    • Master’s degree preferred
    • 6 plus years of experience in contact center management and/or client service management
    • Ability to develop and manage results oriented programs, teams and leadership concepts
    • Strong leadership, management vision and purpose, interpersonal skills, executive presence, relationship management and communication skills
    • In-depth knowledge of contact center technologies required
    • Experience working with InContact and other business systems preferred
    • Must be competent in Windows operating system environment, Adobe Professional, Microsoft Office Suite and the ability to learn other software as needed
    • Ability to leverage computerized systems and to develop and maintain KPI’s to measure and improve team performance
    • Passion for delivering exceptional customer service
    • Advanced ability to influence and listen to peers, senior leaders and others who are not direct reports
    • Innovative problem solving and strategic thinking skills, along with strong business and financial acumen and analytical capabilities
    • Ability to react quickly to changing business needs and adapt to dynamic business environments
    • Ability to communicate effectively at all organizational levels
    • Must have excellent organizational skills necessary to meet deadlines and objectives
    • Proven experience managing metrics, ensuring client satisfaction and reporting Contact Center statistical performance levels
    • Ability to travel as needed




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