Senior Program Director, Contact Center Operations

About This Role

Lead and manage a large-scale state Health & Human Services Contact Center, taking full ownership of program performance, financial results, compliance, and client delivery for a 300+ FTE environment.

Responsibilities

• Oversee and manage the Project's financial performance, including budgeting, forecasting, and analyzing profit and loss statements.
• Ensure program operations comply with all applicable requirements of the contract, as well as state and federal regulations.
• Ensure established goals and objectives support the overall project strategies.
• Oversee all project administrative operations including budget, financial controls, and human resources.
• Plan, develop, and schedule priorities for achieving operational and performance goals.
• Review management, productivity, and financial reports and studies to ensure program objectives are met.
• Participate in internal audits, research studies, forecasts, and modeling exercises.
• Manage operational managers, including monitoring performance, providing mentoring, and professional development guidance.
• Capture and maintain resource assignments and utilization across the enterprise to proactively assess and align staffing levels.
• Work with internal leadership to facilitate and define priorities including establishing milestones, realistic schedule and securing resources across all strategic initiatives.
• Ensure comprehensive management of defined initiatives that include monitoring of the budget, schedule, resource availability, and organizational alignment.
• Guide and support RFIs, RFPs and RFQs, response development including writing to management approaches, whitepapers, and concept development.

Requirements

• Bachelor's degree in related field or equivalent experience
• 12-15 years of professional experience
• Experience leading multiagency call centers or contact center-as-a-service (CCaaS)
• Experience managing large-scale programs or portfolios (at least 300 full-time equivalents)
• Client relationship management from implementation through maintenance
• Experience with large-scale telephony
• Experience implementing innovative technical solutions to solve client needs
• CRM software experience
• Medicaid experience
• Willing and able to work onsite in Frankfort, KY

Qualifications

• Bachelor's degree in related field or equivalent combination of experience and education
• 12-15 years of professional experience in a related field, with proven experience managing government enrollment contact centers and large-scale programs (at least 300 full-time equivalents).

Nice to Have

• Previous consulting experience

Skills

* Required skills

Benefits