Vice President, Contact Center

Jay D'Aprile

Executive Vice President

Large Health Insurance Company

Position Summary:

The Vice President, Contact Center will lead the service model including strategy, performance, and employee engagement. They will drive operational excellence, strategic planning, and innovation within the organization’s member and provider contact centers. This position requires a visionary leader who can elevate contact center operations through process optimization, leveraging best-in-class technologies, and a focus on creating a seamless customer experience. The successful candidate will play a critical role in shaping and implementing a forward-looking strategy that aligns with the company’s commitment to exceptional customer experience, innovation, and operational efficiency. This leader will oversee day-to-day contact center operations, ensuring adherence to performance metrics, high levels of customer satisfaction, and effective workforce management. Additionally, they will lead and develop a team across commercial and government, lines of business, fostering a culture of accountability, excellence, and professional growth.
 

The ideal candidate for the Vice President, Contact Center should possess 10 years of leadership and management experience in a large, multi-site service organization. They should have experience in health insurance including a strong background in call center operations and workforce planning. The ideal candidate will have proven experience optimizing self-service tools, including IVR, Chat, Chatbots and call routing models. They should possess advanced technical skills, including proficiency in managing and implementing state-of-the-art contact center technologies and digital transformation and automation expertise. Exceptional leadership and influence skills are essential, enabling them to engage, motivate, and develop high-performing teams in a virtual setting. The candidate must also bring a highly analytical mindset, using data to inform decisions and applying process engineering principles to optimize performance metrics.