Vice President, Contact Center Operations

About the role

The Vice President of Contact Center Operations will lead CallTek’s end‑to‑end operational functions, reporting to the Chief Growth Officer and Chief Executive Manager. This executive role carries full P&L responsibility for scheduling, contact centre, revenue‑cycle management, interoperability and post‑scan fulfilment across a multi‑state, highly regulated healthcare environment.

Key responsibilities

• Define and execute the long‑term vision and strategy for contact centre and technical support operations.
• Drive innovation in customer engagement, digital transformation and workforce management.
• Own full P&L for scheduling, contact centre, RCM, interoperability and post‑scan fulfilment, reviewing and approving operating budgets.
• Partner with Finance to track expenditures, forecast needs and optimise resource allocation.
• Oversee on‑shore teams and offshore BPO partners, managing critical client relationships.
• Lead cost‑reduction initiatives through process redesign, automation and workforce strategy.
• Build and implement workforce management systems for distributed teams across multiple states.
• Ensure compliance with healthcare regulatory frameworks and implement risk‑mitigation strategies.
• Collaborate with Product and Engineering to shape operational tooling and platform capabilities.
• Communicate operational performance, strategy and investment needs to the executive team and board.

Required profile

• Proven experience leading large‑scale (1,000+ seats) operations with full P&L ownership in a BPO environment.
• Extensive background with contact centre technology, including telephony, workforce management, reporting, analytics and quality.
• Track record of driving KPI performance such as SLAs, occupancy, AHT and overall productivity.
• Expertise in process improvement methodologies (Lean, Six Sigma, Kaizen) and project management.
• Experience managing both on‑shore and offshore teams.
• Strong leadership, analytical and communication skills.

Required skills

• Telephony
• Workforce Management
• Reporting and Analytics
• Quality management
• Lean
• Six Sigma
• Kaizen
• Project Management