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Director of Call Center

Location of Job** **: US:NY:Buffalo

Work Type** **: Full-Time

Shift 1

Job Description

The Director of Call Center Operations is a transformative leader responsible for building and operating a high-performance, patient-first contact center that serves as the health system's front door. This position leads the strategy, implementation, and ongoing operations of a centralized contact center across phone, chat, text and self-service channels, designed to deliver an exceptional and consistent patient experience. This role is central to achieving operational efficiency, expanding access and after-hours care, and creating a scalable workforce model. It also serves as a key driver in aligning access, communication, and engagement across the system by working closely with service line leadership, hospital executives, IT, marketing, referral management and population health.

Education And Credentials

Bachelor's degree in health administration, business, informatics, or related field required. Master's degree in health administration, business, informatics, or related field preferred.

Experience

10 plus years of experience in customer service/contact center leadership required. 5 years of experience healthcare or complex multi-entity environments strongly required. Demonstrated success in leading call and contact center transformation initiatives and operationalizing contact center tools and capabilities. Experience building governance systems and leading cross-functional partnerships with clinical, operations, IT, and marketing teams.

Working Conditions

Essential:

* Weight Requirement - Light (up to 20 lbs)

Job Details

Department: KH Information Technology Administration

Standard Hours Bi-Weekly: 75.00

Weekend/Holiday Requirement: No

On Call Required: No

**With Rotation:** No

**Scheduled Work Hours:** 8a-5p

Work Arrangement: Hybrid

Union Code: N00 - Non Union KH

Requisition ID#: 5453

Grade: EX218

Pay Frequency: Bi-Weekly

**Salary Range:** $109,414.50 - $150,442.50

*Wage will be determined based on factors such as candidate's experience, qualifications, internal equity, and any applicable collective bargaining agreement.

_Kaleida Health’s mission is to advance the health of our community, and we believe our diversity, equity, and inclusion (DEI) strategic work is mission- critical for the good of our workforce and the community who need and depend on our care and services. We understand that racism and health inequities stand firmly in the way of advancing the health of our community, and Kaleida Health envisions DEI as the pursuit of equity and restorative justice for every person. We will exemplify courage and accountability through both the professing and practice of our core values for our friends, colleagues, and community. Kaleida Health is committed to creating a culture of equity and inclusion where diversity is valued and celebrated!_

**Position** Director of Call Center

**Location** US:NY:Buffalo | Management | Full-Time

**Req ID** null

Equal Opportunity Employer

Kaleida Health is committed to diversity and believes our workforce is strengthened by the inclusion of and respect for our differences.

Kaleida Health is an equal opportunity and affirmative action employer. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, religion, sex, national origin, citizenship status, creed, gender, gender identity or expression, sexual orientation, disability, veteran status or any other factor which cannot lawfully be used as a basis for an employment decision.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for or perform your job.