Job Description
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: 10+ years of progressive leadership experience in call center/contact center management, with at least 5 years at a director or senior leadership level.
Experience in healthcare, health services, or high-growth technology-enabled services preferred.
Expertise managing both internal and outsourced call center operations.
Strong command of call center technology, including telephony, IVR, workforce management, CRM, and analytics tools.
Proven ability to interpret and act on complex data, driving operational improvements and strategic decision-making.
Demonstrated ability to thrive in a fast-paced, high-intensity, growth-oriented environment.
Exceptional leadership, communication, and change management skills.
Benefits of Working with Porter: Remote work environment
Medical, dental and vision benefits within 30 days of hire
Paid vacation and holidays
A fun team and special culture
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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