Contact Center Director jobs in Columbus, OH

About The Team

CoverMyMeds is seeking an experienced leader to join our organization as the Director of Business Systems supporting our high-volume contact center. Together with our various business units, the work our team does ultimately helps get more people the medicine they need to live healthier lives.

What You'll Do

As the Director of Business Systems you will be responsible for leading a team and collaborating with various internal teams, such as Data & Analytics, Workforce Planning, and Business Operations, to evaluate current systems and recommend enhancements. Your primary focus will be on developing and implementing Contact Center Business Systems and AI strategies to drive innovation, increase efficiency, and improve the customer experience. You will identify and prioritize automation opportunities, leverage data and analytics to make data-driven decisions, and work closely with cross-functional teams to align initiatives with business goals.

As a key leader of the Contact Center Operations team, you will be able to directly impact our mission to help people get the medicine they need to live healthier lives through analyzing the internal and external environment, identifying opportunities and threats, and determining the organization's competitive advantage and positioning. The ideal candidate will have proven experience with a large, cross-functional, complex workforce supporting a broad product portfolio.

• Partner closely with business stakeholders to identify and scope problems, opportunities, and objectives that can be addressed using data-driven approaches.
• Develop and execute a comprehensive digital roadmap for the contact center, outlining the strategic vision and initiatives to enhance customer experience, operational efficiency, and agent productivity.
• Responsible for researching, selecting, and supporting vendor negotiations for Contact Center automation solutions.
• Develop and track key performance indicators (KPIs) and metrics to measure business performance, identify areas for improvement, and monitor the impact of changes or initiatives.
• Present data-driven recommendations to business stakeholders, helping them to make informed decisions and improve operations, products, or services.
• Identify, quantify, and provide contextual narrative to support financial risk and opportunities.
• Effectively communicate findings, insights, and recommendations to both technical and non-technical audiences, using clear language and compelling visualizations.
• Stay current with the latest development in automation, AI, data analysis, and visualization techniques to drive innovation and ensure that the team's methodologies remain cutting edge.
• Conduct ROI analysis and cost avoidance calculations for Contact Center Business Systems and AI projects, assessing the potential benefits and financial impact.
• Responsible for managing budget and funds needed for automation and efficiency improvements.
• Partner with Workforce planning and HR to develop long-term alignment and staffing impacts of solutions.

Skills You'll Need

• Bachelor's degree or equivalent experience.
• 12 years of professional experience with Business Systems in a Contact Center and 4 years of management experience
• Vendor Selection for Contact Centers.
• Strong project management and prioritization competencies.
• A creative and innovative mindset.
• Excellent communication, and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.
• Strong analytical and problem-solving skills.
• Experience with IT frameworks such as ITIL and Scrum
• Proficiency with Python and R preferred
• SQL, PL/SQL, NoSQL and other database management experience needed

Preferred Skills

• Industry Expertise - Specifically in the healthcare market or with a high-volume contact center using AI solutions is ideal
• Collaboration - Key success factors in this role include building relationships across multiple functions, and listening to input and perspectives from across the organization, customers, and industry stakeholders.
• Strategic - As a Director, the expectation of this role is to formulate the long-term goals and objectives of CMM's Contact Center and assist in the development of a plan or strategy to achieve those goals.
• Passion - The candidate should have a passion for improving US healthcare and a desire to join a team that focuses every day on enabling healthier lives through the work that we do.
• Travel - 30%
• Location - Preferred Columbus OH, Louisville KY or Scottsdale AZ

At CoverMyMeds, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That's why we have a Total Rewards package that includes comprehensive benefits to supportphysical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at CoverMyMeds, please

As part of Total Rewards, we are proud to offer a competitive compensation package at CoverMyMeds. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position

CoverMyMeds is an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees.Qualified applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status.