Job Description

Director of Intelligent Contact Center Operations

This is a full-time, remote, and exempt position.

Overview

We are seeking a Director of Intelligent Contact Center Operations to build and scale the next generation of our member contact center. We’re looking for a forward-thinking operator who is excited to lead a team at the intersection of human service and advanced technology — building a model for how contact centers of the future will run. This is not a traditional call center leadership role — it’s an opportunity to design a technology-first operation where AI, automation, and intelligent workflows drive efficiency, quality, and scale. 

As a technology company with access to world-class engineering talent, we are transforming how members experience support. The right leader will ensure our call routing, telephony, workforce management, and CRM systems are tightly integrated and increasingly automated.

This role partners with our existing people leader (responsible for training, QA, and performance management) while owning the operational backbone of the center. You’ll drive adoption of automation, AI-assisted workflows, and predictive analytics to deliver measurable improvements in abandon rate, idle rate, ASA, and overall scalability.

What You’ll Do  

Technology & Telephony

• Own the configuration and performance of our telephony platform, leading evaluation and potential replacement to ensure world-class scalability.
• Design and optimize call routing, IVR, callback queues, and overflow strategies that maximize dollars unlocked per member per agent.
• Integrate telephony with CRM and automation tools to streamline agent workflows and deliver richer reporting.

Workforce Management (WFM)

• Build and implement workforce management practices — forecasting, scheduling, shrinkage modeling, and real-time adherence — that balance efficiency with impact.
• Partner with leadership to align staffing with demand while leveraging AI to amplify productivity.

Performance & Improving

• Translate operational data into actionable insights that show how technology investments improve dollars unlocked per member per agent.
• Establish dashboards and rhythms for tracking abandon rate, idle rate, and ASA alongside financial impact metrics.
• Partner with QA and people leaders to connect performance outcomes directly to system design and automation adoption.

Process Improvement

• Identify bottlenecks and inefficiencies across member flow and agent experience, prioritizing solutions that increase value delivered per interaction.
• Lead process redesigns that reduce wait times and scale impact through automation.
• Serve as a bridge to engineering, ensuring we are always deploying the best technology available to unlock greater outcomes for members.

Success Metrics

• Ultimate Measure of Scale: Increased dollars unlocked per member per agent, achieved through the strategic implementation of automation and AI that amplifies member outcomes.
• Abandon Rate: industry benchmark, ensuring more member conversations that directly unlock dollars.
• Idle Rate: Balanced for high productivity without agent burnout, supported by automation that eliminates wasted time and keeps agents focused on value.
• ASA (Average Speed of Answer): Meets or beats benchmark (≤20 seconds or client SLA), accelerating access to member impact.
• Telephony Platform: Stabilized and optimized — or successfully migrated to a best-in-class system — within 6 months, integrated with CRM and AI to streamline workflows.
• Workforce Management (WFM): Institutionalized within 6 months, leveraging AI-driven forecasting and scheduling to optimize staffing and productivity.

What You Bring

• Member-Centric Mindset: You see every system, process, and workflow as a way to unlock more dollars for members. You measure success not just in operational KPIs, but in the tangible financial outcomes delivered per member, per agent.
• Technology Fluency: You’ve led call center operations with modern telephony, CRM, and workforce tools, and you’re excited to partner with engineers to design automation-first solutions that reduce agent dependency.
• AI & Automation Vision: You’re passionate about applying the best available technology — AI, predictive analytics, intelligent routing — to transform how agents work and how members experience support.
• Operational Excellence: You bring expertise in call routing, WFM, and performance measurement, and know how to translate data into action that drives scale.
• Leadership & Influence: You can partner seamlessly with people leaders and executives, connecting training, QA, and performance management back to technology and process design.
• Builder’s DNA: You thrive in environments where you can design systems from the ground up, experiment, and set the standard for what the contact center of the future should look like.

What DUOS is All About

DUOS is more than just a consumer-focused healthcare company. We’re on a mission to reimagine freedom at any age. We form trusted relationships with older adults using technology and community to support fulfilling lives at home. We hire awesome people who are wired for service and arm them with the tools they need to have a life-changing impact on others.

Benefits: Medical, Vision, Dental, 401K, Competitive PTO.

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