Director, Directory Call Center Operations

Wellist is seeking a Director of Directory Call Center Operations who will be responsible for standing up and owning the operations with an outsourced, outbound on-shore call center partner. The Director will be involved in all phases of operations from standing up the team to ongoing operations. This includes people onboarding, training and process improvement in order to establish high quality content, KPIs and metrics; as well as, develop programs that foster partner engagement, service, knowledge, skills, morale and culture.

The role is of crucial importance to Wellist and will initially be responsible for making more than 30,000 calls per month to external vendors, with the expectation that this call volume will grow quickly in the coming 12 to 24 months. 

The Director will report into Wellist’s Head of Directory Operations, a member of Wellist’s Operating Committee and plays a major role in sustaining the current business as well as supporting new client launches as the company continues to grow. 

The call center is the key contributor to ensuring that Wellist users (i.e. Wellist’s customers) have access to the highest quality services – every call the call center makes could have a direct impact on a patient or employee. 

What you will do

• Stand up operations from zero to one with an identified call center partner that has onshore operations based in the USA.
• Build and direct all aspects of call center operations in a manner that meets operational and client goals while maximizing staff productivity and well-being
• Provide onsite, constant oversight to ensure that the vendor is executing services as outlined in the vendor contracts, and promptly addressing any gaps or inefficiencies
• Ensure Wellist standard operating procedures, call scripts, policies, processes and workflows are executed consistently 
• Create metrics and evaluate vendor performance guarantees 
• Support client launches and manage complex client engagements by structuring and driving launches based on hypotheses, analysis of data and call metrics
• Prepare weekly report outs that communicate the call center operations KPIs to Wellist’s operating committee and, as needed, any recommendations for improvement 
• Advise Wellist’s Operating Committee as to how to grow call center operations as the business scales; whether that be with a partner or internally.

Location requirements:

• Located in Nashville, TN
• Able to be on-site, business hours, Mon-to-Fri and as needed by business 

Minimum prior qualifications:

• Experience standing up call center operations with outsourced, on-shore call center partner
• Experience monitoring and continuously improving operations as team scales from 15 to 50+ in next 12-24 months
• Experience supporting hiring agents, developing onboarding and training material
• Experience evaluating and continuously improving the call process and tooling to optimize quality and efficiency
• Experience building, testing and refining call scripts to identify ‘max potential’ for calling team based on measured improvements
• Experience establishing and maintaining reporting to track metrics and KPIs
• Demonstrated ability to maintain call center performance over time 
• Demonstrated ability to effectively operate in a quickly evolving environment
• Post-standing up call center, develop business plan to optimize quality and cost
• Ideally 8+ years of experience managing high volume call center operations 

About Wellist

Wellist is a mission-driven digital health company that provides effective consumer navigation at scale. Wellist has historically served patients and care teams at leading health systems (e.g., Yale New Haven Health, HCA) and in 2022 expanded its offerings to support different types of employers. Our employer solution provides an omnichannel benefit front door that increases strategic engagement across the benefits portfolio and meaningfully reduces cost.

Wellist’s outstanding contributions have been recognized by organizations including Fast Company (Most Innovative Companies 2024 – Human Resources), MassTLC (Most Innovative Technology of the Year – Healthcare), Rock Health (Top 50 in Digital Health honoree, Diversity Leadership), American Business Awards (Company of the Year, Silver Stevie – Health Products and Service) and BostInno (50onFire, Health and Medicine winner).

Why work here

• A meaningful mission – join a team that makes a difference for patients and families.
• Outstanding benefits – excellent medical and dental insurance coverage, life & disability insurance, up to 3 weeks of PTO and 401k contribution
• Opportunities to develop your career – expand your resume with a healthcare startup!

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