Top 405 Director, contact center operations Jobs in Akron, Oh

Director, Contact Center Operations
Medical Service Company —Cleveland, OH
- $73,478 - $110,217 a year
- Full-time
- Hybrid work
- 5 years
- HIPAA
- Analysis skills
- Health savings account
- AD&D insurance
Quick Apply
Assistant Director of Nursing RN ICP Certified
Falls Village Rehabilitation and Wellness —Cuyahoga Falls, OH
- From $90,000 a year
- Full-time
- Background check
- Skilled nursing facility
- RN License
- Health insurance
- Dental insurance
Quick Apply
Director, Case Management and Peer Support
Coleman Health Services —Canton, OH
- From $80,000 a year
- Full-time
- Clean driving record
- Pass drug screening
- Office
- Health insurance
- Dental insurance
Quick Apply
Director of Planning
City of Green —Green, OH
- $105,000 - $115,180 a year
- Email
- Management
- 5 years
- Office
- Health savings account
- Health insurance
Quick Apply
4d
Medical Director
CMR Recruiting —Alliance, OH
- $190,000 - $260,000 a year
- Full-time
- Medicine
- Skilled nursing facility
- Geriatrics
- Health insurance
- Dental insurance
Quick Apply
5d
Apartment Maintenance Director
K&D Management, LLC —Tallmadge, OH
- From $50,000 a year
- Full-time
- Carpentry
- 5 years
- Mid-level
- Health savings account
- Health insurance
Quick Apply
4d
Intensive Crisis Services Nurse Director
Coleman Health Services —Canton, OH
- From $86,000 a year
- Full-time
- Current TB test
- RN License
- Pass drug screening
- Health insurance
- Dental insurance
Quick Apply
Assistant Director of Nursing (RN)
Tranquility of Copley —Copley, OH
- $40 - $45 a year
- Full-time
- Skilled nursing facility
- RN License
- Nursing home
- Health insurance
- Dental insurance
Quick Apply
21h
Director of Finance- Home Health/Home Care
Northeast Professional Home Care —Canton, OH
- Full-time
- Background check
- CPA
- 3 years
- Health insurance
- Dental insurance
Quick Apply
Director de Operaciones de Cocina
Chick-fil-A —Akron, OH
- $18.50 - $20.50 an hour
- Full-time
- 401(k)
Quick Apply
Director of Business Development
Alair Homes Solon —Solon, OH
- $70,000 - $75,000 a year
- Full-time
- Hybrid work
- Background check
- Business development
- US work authorization
- 401(k)
- Paid time off
Quick Apply
Assistant Center Director - $2,000 SIGN ON BONUS!!
Clever Bee Academy —Akron, OH
- $45,000 - $47,000 a year
- Full-time
- Background check
- Classroom
- CPR Certification
- Continuing education credits
- Health insurance
Quick Apply
Director of Tax Compliance - Hybrid - $180k/year!
Alto Healthcare Staffing —Solon, OH
- From $180,000 a year
- Full-time
- Hybrid work
- CPA
- ERP systems
- Research
- Health insurance
- Dental insurance
Quick Apply
6d
Executive Director/LNHA
LeaderStat —Richfield, OH
- $150,000 a year
- Email
- Skilled nursing facility
- Senior level
- Leadership
Quick Apply
10d
Branch Maintenance Director
YMCA of Central Stark County —Uniontown, OH
- From $44,000 a year
- Full-time
- Computer literacy
- Mid-level
- Recruiting
- Disability insurance
- Health insurance
Quick Apply
Maintenance Director
Wayside Farm Nursing and Rehabilitation —Peninsula, OH
- $25 - $30 an hour
- Full-time
- Computer literacy
- English
- Mid-level
- Health insurance
- Dental insurance
Quick Apply
12d
Director of Marketing
Portage Path Behavioral Health —Akron, OH
- Full-time
- Background check
- Management
- Psychiatry
- Health savings account
- Health insurance
Quick Apply
Director of Nursing (DON)
Astoria Skilled Nursing and Rehabilitation —Canton, OH
- Online Application
- Skilled nursing facility
- Senior level
- Nursing
Quick Apply
13d
Service Line Director Hematology Oncology/Infusion
Akron Children's Hospital —Akron, OH
- Full-time
- Nursing
- RN License
- 5 years
Branch Maintenance Director
YMCA of Central Stark County —Canton, OH
- From $44,000 a year
- Full-time
- Computer literacy
- Mid-level
- Computer skills
- Disability insurance
- Health insurance
Quick Apply

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Director, Contact Center Operations

Medical Service Company -
Cleveland, OH

Quick Apply

Job Details

Full-time
$73,478 - $110,217 a year

Benefits

Health savings account
AD&D insurance
Disability insurance
Health insurance
Dental insurance
Tuition reimbursement
Employee assistance program
Vision insurance
401(k) matching
Opportunities for advancement
Referral program
Pet insurance

Qualifications

Customer communication
Data analysis reporting
Managing teams in a customer support role
Tooling
Team leadership
Operations transformation
Digital transformation
Change management
Bachelor's degree
Management reporting
Productivity software
Process improvement planning
AI-driven automation
Cross-functional collaboration
Call center management
Automation tools
Cross-functional communication

Full Job Description

At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).

MSC is a 13 -Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work!

MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.

In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success!

We are excited to announce that we are hiring for a full-time hybrid position. Work in our office location on Tuesdays, Wednesdays, and Thursdays, and enjoy the flexibility of remote work on other days. Benefits included!

Apply today to become a part of our dynamic team!

Competitive Pay
Advancement Opportunities
Medical, Dental & Vision Insurance
HSA Account w/Company Contribution
Pet Insurance
Company provided Life and AD&D insurance
Short-Term and Long-Term Disability
Tuition Reimbursement Program
Employee Assistance Program (EAP)
Employee Referral Bonus Program
Social Recognition Program
Employee Engagement Opportunities
CALM App
401k (with a matching program) / Roth IRA
Company Discounts
Payactiv/On-Demand Pay
Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays

The Director, Contact Center Operations leads all contact center functions at Medical Service Company, driving standardization, best‑in‑class customer service, and operational efficiency. This role ensures a consistent, high‑quality patient experience across all contact channels by leveraging data, technology, and innovation. The leader will advance the use of virtual voice agents, AI, and automation to improve responsiveness, reduce manual work, and scale operations effectively.

Responsibilities and Duties:

Contact Center Leadership & Oversight

Provide end-to-end leadership for all Medical Service Company revenue cycle contact center operations, ensuring consistent execution across teams.
Establish and maintain standardized workflows, policies, and procedures to drive consistency, quality, and scalability.
Ensure delivery of best-in-class customer service by setting clear service standards, monitoring performance, and driving continuous improvement in patient experience.

Standardization & Process Excellence

Lead enterprise-wide standardization of contact center processes, scripting, escalation paths, and performance expectations.
Identify variation, inefficiencies, and breakdowns in workflows; drive root-cause analysis and sustainable solutions.
Partner cross-functionally (IT, Revenue Cycle, Clinical, Quality, Compliance, HR) to align contact center processes with organizational goals and regulatory requirements.

Customer Experience & Quality

Own customer service strategy and execution in relation to contact centers, ensuring interactions are empathetic, compliant, efficient, and solution-oriented.
Oversee scripting standards and tools to ensure accuracy, compliance (HIPAA), and consistency across all contact channels.
Leverage quality monitoring, coaching, and feedback loops to continuously elevate team member performance and patient satisfaction.

Technology, Virtual Agents & AI Enablement

Drive adoption and optimization of virtual voice agents, AI, and automation to improve access, reduce handle time, and increase self-service.
Partner with technology teams to identify opportunities where AI and digital tools can eliminate manual work, reduce errors, and enhance the customer journey.
Use data and insights from AI tools, call analytics, and reporting to inform staffing models, process improvements, and strategic decisions.

Performance Management & Analytics

Establish and manage KPIs across productivity, quality, service levels, and customer satisfaction.
Analyze trends and performance data to proactively address risks, identify opportunities, and guide operational strategy.
Ensure leaders and teams are held accountable to performance standards through clear expectations, coaching, and development plans.

People Leadership & Development

Build, mentor, and develop high-performing leadership teams with a focus on accountability, engagement, and growth.
Ensure consistent training, onboarding, and ongoing development aligned to standardized processes and service expectations.
Foster a culture of innovation, continuous improvement, and customer-centric thinking.

Compliance & Governance

Ensure contact center operations comply with payer requirements, billing procedures, and all federal, state, and local regulations.
Maintain strict adherence to HIPAA and patient confidentiality standards.
Stay informed of regulatory and policy changes and proactively adjust operations as needed.

Qualifications:

Education: Undergraduate Degree, Business Administration preferred.

Experience/Knowledge/Skills/Physical Requirements:

Minimum of five (5) years of progressive leadership experience in contact center operations.
Demonstrated success leading large, multi-team contact center environments.
Strong background in process standardization, performance management, and operational transformation.
Experience leveraging technology, automation, virtual agents, or AI to drive efficiency and improve customer experience.
Data-driven leader with strong analytical, problem-solving, and decision-making skills.
Excellent verbal and written communication skills with a customer-first mindset.
Proficiency in contact center technologies, reporting tools, and Microsoft Office.
Strategic thinker with the ability to translate vision into execution.
Comfortable leading change and driving adoption of new tools and ways of working.
Collaborative partner who builds strong cross-functional relationships.

Quick Apply

Refine Your Search

director, contact center operations jobs in akron, oh

Director, Contact Center Operations

Assistant Director of Nursing RN ICP Certified

Director, Case Management and Peer Support

Director of Planning

Medical Director

Apartment Maintenance Director

Intensive Crisis Services Nurse Director

Assistant Director of Nursing (RN)

Director of Finance- Home Health/Home Care

Director de Operaciones de Cocina

Director of Business Development

Assistant Center Director - $2,000 SIGN ON BONUS!!

Director of Tax Compliance - Hybrid - $180k/year!

Executive Director/LNHA

Branch Maintenance Director

Maintenance Director

Director of Marketing

Director of Nursing (DON)

Service Line Director Hematology Oncology/Infusion

Branch Maintenance Director

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