Director, Call Center Operations

Medica is seeking a strategic and tech-savvy Director of Call Center Operations to lead our Tier 1 high-volume call center. This position sets direction, provides leadership, manages staff and monitors performance of all functions within the customer service call center teams. Teams include all customer service call teams and workforce management and planning. These teams directly and indirectly support and strengthen Medica's Brand with prospective members, members/enrollees, employers, brokers, providers and payers.

This role is pivotal in driving operational excellence, enhancing customer experience, and advancing our omni-channel service capabilities-including chat, bots, secured messaging, and telephonic support.

Key Accountabilities:

• Lead and evolve Tier 1 operations with a focus on efficiency, complexity management, and customer satisfaction.
• Expand and manage omni-channel support including chat, bots, secured messages, and hybrid models.
• Partner with technology teams to improve IVR containment, telephony systems, and CRM integration.
• Utilize knowledge management systems and AI tools to support agents and automate responses.
• Analyze call drivers and performance data to inform staffing, training, and escalation strategies.
• Foster a culture of continuous improvement and proactive member engagement.

The ideal candidate will bring a build-and-influence leadership style, leveraging existing groundwork to optimize efficiency and elevate service delivery. You will champion self-service adoption, automation, and data-driven decision-making to reduce call volume and improve Net Promoter Scores (NPS) across all channels.

Qualifications

• Bachelor's degree or equivalent combination of education and work experience
• 10+ years of experience, including contact center leadership, member advocacy, data analytics, health plan administration, consumer experience, strategic planning
• Proven leadership in high-volume call center or contact center environments
  Experience with telephony (CaaS), IVR, CRM, and knowledge management platforms
• Background in healthcare or health plan operations preferred
• Experience with standard management processes, controls and tools including budgeting, project management, performance monitoring, quality improvement and information systems
• Knowledge of Avaya and CMS systems preferred
• Demonstrated success in implementing self-service and automation strategies
  Excellent communication and cross-functional collaboration skills
• Strong analytical skills and a track record of data-informed decision-making
• Perform other duties as assigned

This position is an Office role, which requires an employee to work onsite at our Minnetonka, MN or Madison, WI office, on average, 3 days per week.

The full salary range for this position is $111,200 - $190,600. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.