Assistant Vice President
Summary
Leads contact-center operations for a healthcare outsourcing provider, overseeing client transitions, staff development, and P&L while driving quality and efficiency.
Reporting to the Senior Assistant Vice President or Vice President, this role is responsible for driving the achievement of short- and long-term business objectives through efficient and effective operations management. The position ensures delivery against profitability targets, leads and coordinates new client transitions, and implements initiatives that enhance client satisfaction. The role also focuses on coaching, training, and developing managers and supervisors, while actively promoting client and employee retention through strong leadership and engagement practices.
- Oversees end-to-end customer and client experience, ensuring consistent and high-quality service delivery
- Directs contact center operational strategy through accurate forecasting and capacity planning to drive productivity while maintaining quality and customer service standards
- Strengthens vendor–client partnerships by aligning company and client visions through clear, effective communication
- Manages financial performance, including P&L oversight, with a focus on reducing cost and revenue leakage
- Leads due diligence and identifies opportunities for process improvement using established methodologies such as Lean and Six Sigma
- Facilitates smooth transition and migration of business processes, ensuring operational readiness and minimal disruption
- Provides leadership, guidance, and ongoing support to teams to achieve performance goals and business objectives
- Designs and delivers capability development and leadership training for managers to support succession planning and career progression
Total work experience should be a minimum of 7 years in the contact center operations with minimum of 3 years senior leadership experience
Domain (US Healthcare) related training background and experience