Vice President of Call Center Operations

This is where you change your story…

At Meadows we understand that new directions to career advancing and improvement can be scary, but we are excited to offer you a possible new rewarding chapter with us! Come join us in transforming lives!

Who are we?

Meadows Behavioral Health is a leader in the behavioral health industry.  We offer a range of specialized programs including residential, outpatient and virtual treatment.  We provide care for drug and alcohol addiction, trauma, sexual addiction, behavioral health conditions, and co-occurring disorders.  We offer state-of-the-art care including neurofeedback and other services. Our evidence-based approach is rooted in decades of clinical experience, with more than 45 years in the field.  Our approach is different and success stories from our patients are the proof.

Who are you?

Are you compassionate, innovative and have a passion to make an impact?  Are you looking to get your foot in the door with a company that will believe in your abilities and train you to advance? 75% of our current top-level executive staff are organic internal promotions from within.

We might be a perfect fit for you!

Position Summary:

We are seeking an experienced and dynamic Vice President of Call Center Operations to lead our admissions call center team. The Ideal candidate will have a strong background in call or contact center management, be data-driven, and possess excellent collaboration skills. Experience in behavioral health is a plus. This role requires a leader with expertise in KPI's, contact center tools like Salesforce, Webex and Calabrio and a proven track record in digital transformation.

Responsibilities:

Leadership & Management:

• Oversee the daily operations of the call center, ensuring efficient and effective service delivery.
• Lead, mentor and develop a high-performing team of call center agents, supervisors, and managers.
• Foster a collaborative and inclusive work environment.

Performance & Data Analysis:

• Utilize data-driven approaches to monitor and improve call center performance.
• Develop and track key performance indicators (KPIs) to ensure operational excellence.
• Analyze call center metrics and implement strategies for continuous improvement.

Customer Experience:

• Ensure a high level of customer satisfaction by maintaining quality service standards.
• Address and resolve escalated customer issues promptly and effectively.

Technology & Tools:

• Leverage contact center tools such as Salesforce, Webex, and Calabrio to optimize operations.
• Stay updated with emerging technologies and trends in the call center industry.

Strategic Planning:

• Drive digital transformation initiatives to enhance call center capabilities.
• Develop and implement strategic plans to achieve business goals and objectives.

Collaboration & Communication:

• Work closely with other departments to align call center operations with overall business strategies.
• Communicate effectively with stakeholders at all levels.

Education, Skills and Experience Requirements:

• Bachelor’s degree in business administration, management or a related field. A master’s degree is preferred.
• Minimum of 15 years of experience in call or contact center management.
• Proven experience in leading teams and driving performance improvements.
• Experience with digital transformation initiatives.  
• Experience in the behavioral health sector preferred.
• Strong Analytical and data-driven decision-making skills.
• Expertise in using contact center tools like Webex and Calabrio.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively across departments.

We are a Drug Free Company.  All positions are designated as “Safety Sensitive” positions and in light of our company mission, the Company does not employ medical marijuana cardholders. Following an offer of employment, and prior to reporting to work, all applicants will be required to submit to and pass a substance abuse screen.

The Meadows is an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. The Meadows provides reasonable accommodations to individuals with disabilities and if you need reasonable accommodation during any time of the employment process please reach out.