Job Description VuePoint Diagnostics is seeking an experienced, results-driven Director of Contact Center Operations to lead, develop, and scale our high-performing scheduling organization. This critical leadership role will shape the first impression and ongoing experience Medicare members have with VuePoint's Health Screening Services while driving operational excellence, colleague engagement, and measurable business results. The ideal candidate is a data-driven leader with a proven track record of building accountable, high-performing teams, improving processes, and delivering consistent outcomes in a fast-paced, growth-oriented environment. This individual will be responsible for leading and scaling all aspects of Contact Center Operations, including workforce planning, forecasting, staffing, colleague development, quality, and operational performance. As the primary driver of member scheduling execution, the Director will ensure the team consistently delivers exceptional service, achieves business objectives, and maintains compliance with regulatory and company standards while supporting VuePoint's continued growth. Success in this role requires proven experience leading high-performing outbound contact center teams in a fast-paced, growth-oriented environment. The ideal candidate is a metrics-driven leader who uses data, process improvement methodologies, and operational discipline to drive reliable results while fostering a culture of accountability, engagement, and continuous improvement. Just as importantly, they are passionate about developing people and creating an environment where colleagues feel valued, supported, and respected while balancing empathy with accountability, maintaining clear expectations, and driving a strong focus on performance. The Director will build strong partnerships across the organization to align Contact Center operations with broader business goals, growth initiatives, and member experience strategies. Working closely with the Vice President of Health Screening Services, Manager of Belonging and Engagement, and Director of Field Operations, this leader will ensure a seamless end-to-end experience for members, from initial outreach through exam completion, while promoting a positive and coordinated colleague experience across teams. Responsible for the performance, development, and engagement of Contact Center colleagues, as well as the ongoing improvement of contact center tools, processes, and operational effectiveness, the Director will play a critical role in determining the success of VuePoint's Health Screening Services. The most successful candidates will be intrinsically motivated, curious, decisive, and action-oriented leaders who thrive in a collaborative, mission-driven environment and are energized by the opportunity to make a measurable impact on the lives of the members we serve. If you are a collaborative, results-focused leader who excels at building high-performing teams, driving accountability, and scaling operations through periods of growth and change, we invite you to bring your vision, expertise, and passion for excellence to VuePoint Diagnostics.

Company Background:

The Health Screening Services Division of VuePoint Diagnostics partners directly with health insurance plans to deliver preventive screenings to their Members, primarily in patient homes. A large team of remote and mobile VuePoint Diagnostics health screening technicians deliver screenings to Members across the country; managing a daily schedule of pre-booked appointments and utilizing advanced mobile healthcare technology and equipment to complete exams with empathy, efficiency, and quality. Our team consistently delivers some of the highest Member engagement and success rates in the industry while embracing a hospitality first mindset, reflecting our deep commitment to both clinical excellence and compassionate patient care.

ESSENTIAL DUTIES & RESPONSIBILITIES

Operational Planning:

Develop and align operational strategies and goals with the overall Health Screening objectives. Support ongoing business development through flawless implementation of scheduling initiatives supporting new and existing clients. Participate in process improvement efforts and make recommendations to leadership for process and technology enhancements to boost efficiency and productivity .

Operational Management:

Achieve defined Key Results using metrics to monitor and improve service levels, quality, and operational efficiency and effectiveness. Oversee the department and lead direct reports, ensuring smooth and efficient functioning of Member Scheduling Specialists and alignment to business targets. Monitor and evaluate operational performance indicators consistently both at a team and individual level, taking and documenting corrective actions when necessary. Create and implement operational policies, procedures, and guidelines to ensure compliance with standards and regulatory requirements. Collaborate with cross-functional teams to optimize workflows, eliminate bottlenecks, and enhance operational processes. Oversee Recruitment and onboarding of call center personnel to achieve established levels of performance within probationary period. Ensure effective implementation of new software, services, and processes. Coach and support call center associates, Team Leaders/Supervisors to identify areas for continued growth, improvement, and potential advancement to leadership roles.

Team Leadership:

Provide strong leadership to the Contact Center fostering a high-performance, growth-minded culture that encourages focus, teamwork, continuous improvement, and exceptional customer service both internally and externally, and Communicate effectively and often across, up, and down the organization- highly effective communication with leadership and to teams at all levels Collaborate with Colleagues and Culture to foster professional development and performance manage of direct reports, ensuring the team is equipped with the necessary skills and knowledge to meet objectives. Develop talent development strategies to promote career growth and advancement within the organization along with cross training and elimination of single points of failure. Enforce adherence to all company policies and procedures, work instructions and address issues in a timely manner. Collaborate with Colleagues and Culture on performance feedback, coaching, and related documentation and processes. Perform other duties as assigned.

QUALIFICATIONS & SKILLS 7-10

years' experience leading 50-100 colleagues in an outbound call center environment with remote/hybrid work arrangements. 5+ years' experience working in a telephonic-based service role environment. 5+ years' experience with Microsoft Office, reporting, and analytics tools. Bachelor's degree or equivalent experience required. Experience in highly regulated industry, healthcare, or healthcare related setting, strongly preferred. Demonstrated success in driving performance, operational efficiency, and service quality at scale Strong experience with KPIs, data-driven decision-making, and performance reporting Excellent communication skills with the ability to engage, align, and influence cross-functional stakeholders at all levels Experience leading and coaching supervisors and frontline staff in a remote or hybrid environment Proven ability to build and scale team culture, engagement, and accountability Highly organized with strong time management, planning, and prioritization skills Comfortable working in a fast-paced, rapidly growing environment, startup or high-growth experience preferred Exceptional oral and written communication skills. Ability to think critically to resolve technical and scheduling challenges or customer concerns. Must be able to perform all essential job functions with or without reasonable accommodations.

Pay:

$100,000.00 - $125,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person