Director, Contact Center Operations

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As the Director Contact Center Operations will build and lead a fast‑paced, compliant contact center of inside sales professionals dedicated to informing and supporting Healthcare Professionals. Through high‑quality outbound engagement—scripted product education, TeleSampling, and clinically grounded Teledetails—you will turn meaningful conversations into measurable market impact. By applying targeted outreach strategies and developing your team through consistent, data‑driven coaching, you will unlock growth in new prescribers, NRx, and TRx across key segments and geographies.

As the Director Contact Center Operations you will own forecasting, analytics, performance optimization, process excellence, workforce strategy, sales enablement infrastructure, incentive design input, omnichannel coordination, and technology stack maturity for the Inside Sales team supporting healthcare professionals.

The position is 100% remote but may require occasional travel to company facilities or client offices.

Exciting new opportunity supporting our Sample Management Business Unit.

• Own growth: Build and run a sales‑first operating rhythm (planning, cadences, coaching) that consistently beats revenue, NRx/TRx, and new prescriber targets.
• Structure to scale: Build a scalable staffing structure for recruiting, hiring, training, and development of reps for rapid deployment and onboarding future clients.
• Direct the engine: Create and manage incentive programs. Manage multi‑site, multi‑channel operations (phone, SMS, chat/video) with on‑/off‑shore teams; balance coverage, utilization, and quality to maximize program goals.
• Target precisely: Partner with Analytics to prioritize deciles/segments, allocate books of business, and continuously refine territories, scripts, and digital sales aids based on conversion signals. Monitor client’s competitive landscape and identify key trends that impact the overall program performance and client satisfaction
• Coach to quality: Use call analytics and standardized scorecards to elevate, call guide adherence, clinical accuracy, objection handling, and close discipline.
• Scale productivity with tech: Deploy CRM (Salesforce), intelligent IVR, sentiment analysis, and AI automation to improve connect rates, prioritization, and agent throughput.
• Integrate demand: Coordinate sample/literature programs to increase access and conversion, drive attendance at CME/webinars if offered.
• Report what matters: Deliver client/and Caretria management ready insights on pipeline, sample requests, Rx momentum, capacity, and ROI; run weekly/monthly business reviews with clear corrective Actions.
• Guard the license: Enforce PI/Fair Balance, HIPAA, and promotional standards; route off‑label inquiries to MSLs and maintain audit‑ready QA.

SUCCESS METRICS (KPIs)

• Growth: New prescribers (unique writers), NRx, TRx, prescriber reactivation rate, and territory TRx lift
• Conversion & pipeline: Target→ TeleSampling/TeleDetail→Rx conversion, cycle time, pipeline coverage, and win rate by segment.

• Access & activity: List Penetration: % Reach Rate (Viable targets), % Max Attempts, % List Error, completed calls by HCP Type (Prescriber, nurse, OM, etc.), prescriber acquisition, talk time, cadence adherence, event attendance (if offered)
• Quality & compliance: Call quality score, fair‑balance adherence, QA pass rate, complaint rate; NPS/CSAT where applicable

• Efficiency: Dials per day, completed calls per day, AHT, occupancy, cost‑per‑interaction, staffing forecast accuracy. Evaluate effectiveness of current SOPs, Work Instructions (WI) and other work practice documents and recommend changes where necessary; develop new SOPs/WIs as needed.

The above duties are meant to be representative of the position and not all-inclusive.

PREFERRED QUALIFICATIONS

• Experience with Veeva, Adobe Connect, FB Messenger, Chat integration and/or SMS
• Experience with clinical detailing at scale (scripts, IVAs, objection handling) and integration of CME/webinars and samples/literature into the sales cycle
• Experience in creating and managing sales incentives
• Prior success aligning Field Sales and Inside Sales
• Project management experience
• Bi-lingual, English and Spanish
• Advanced degree (MBA or relevant life‑sciences discipline)

KNOWLEDGE, SKILLS & ABILITIES:

• Builder‑operator mindset: rigorous, data‑driven, and hands‑on with clear standards and accountability.
• Clinically credible communicator who can coach reps to quality and influence cross‑functional partners.
• Executive presence with Client and Senior Leadership communication and change leadership across sites and vendors.
• Demonstrated leadership skills in successfully managing remote teams and collaborating with key stakeholders and diverse work groups
• CRM & Analytics: Salesforce; predictive scoring and pipeline analytics
• Contact Center: Proven knowledge of managing contact center operations and technology (NICE CXone, Genesys, 100ms), intelligent IVR, sentiment analysis, SMS/chat, dialer, WFM/QA

• Coaching & Content: Call‑recording/QA, digital sales aids/IVAs, knowledge base Excellent written & verbal communication skills
• Strong interpersonal skills, and demonstrated ability to lead, manage, develop, and motivate a large contact center team
• Ability to manage change, such as technology implementations, restructuring, etc. in a fast-paced environment
• Strong technical aptitude and analytical skills
• Experience with managing a complex operation to perform to certain SLAs or KPIs

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The expected base pay range for this position is $140,000–$170,000 per year. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.

CareTria is an Equal Opportunity Employer.