Firstsource · 1 day ago
Director - Operations
United States
Full-time
Remote
Mid, Senior Level
$120K/yr - $150K/yr
7+ years expFirstsource is a company focused on delivering exceptional client outcomes in the health services sector. The Director of Operations will lead and supervise the management team, ensuring high performance and customer satisfaction while overseeing operational workflows and strategic initiatives.
BankingCustomer ServiceEnterprise SoftwareFinancial ServicesHealth CareInsuranceOutsourcingTelecommunications
Responsibilities
Provide leadership for critical Health Plan and Health Services Contact Center functions, including operational performance management, process governance, and quality assurance
Oversee end-to-end operational workflows and ensure alignment with enterprise-wide KPIs, service-level objectives, and regulatory requirements
Partner with the leadership to set departmental vision, define operational strategies, and drive initiatives that improve customer engagement and overall efficiency
Champion a high-performance culture by leading, mentoring, and developing Contact Center leadership teams, including supervisors, team leaders and frontline representatives
Collaborate with the Training and Quality Assurance teams to support curriculum development, employee readiness initiatives, and competency evaluations
Interpret and evaluate operational dashboards, performance metrics, and trend analyses to proactively identify challenges and lead corrective action plans
Provide qualitative feedback, develop solutions and resolve complex customer issues while ensuring that service delivery standards remain exceptional
Maintain strict adherence to all regulatory, compliance, and internal policy requirements related to operations and insurance industry standards
Stay current on emerging industry legislation, technologies, and best practices, integrating relevant advancements into the Contact Center's strategic roadmap
Provide leadership to employees and regularly conduct effective and timely structured Progress & Growth Structured Dialogue sessions
Coach, train, and develop employees; set goals and lead to success
Conduct employee interviews and make staffing recommendations, as needed
Oversee service center staffing, budgeting, administrative support, purchasing, technical requirements and related functions of operations
Establishes, implements, and enforces office policies and procedures and sets workflow priorities and standards
Drive financial and operational performance by analyzing key business drivers, building cost and performance models, supporting revenue and margin forecasting, partnering with Finance and Business teams on efficiency initiatives, and maintaining strong financial and compliance controls across business units
Preparing operational P&L, MIS, and analyzing the same for Business reviews/ Presentation. Handling complex ad-hoc requests including transaction support requests with a short turnaround time and supplementing such requests with appropriate analysis and comments
Manages client relationships by evaluating performance data, participating in weekly and/or monthly conference calls to the client, and potentially visiting the client every quarter
Works with staff to establish and implement short-and long-range departmental goals and objectives; monitors, evaluates, and communicates program effectiveness; effects changes required for improvement
Coordinate and participate in special events and recognition programs to acknowledge and celebrate staff and their accomplishments
Span of control: 200+ employees
Other duties as assigned
Qualification
Required
Bachelor's degree in Business, Operations, or related field, or equivalent experience
7+ years of progressive contact center or operations leadership experience including setting goals and managing performance
Minimum 5 years' experience using Call Center Software
Experience leading large-scale, multi-channel contact center environments
Strong understanding of regulated Healthcare environments
Proven ability to lead, inspire, and develop a large, diverse Contact Center team
Demonstrated ability to operate strategically while also managing complex operational demands
Expertise in data analysis, forecasting, and problem-solving using structured data and analytics tools
Ability to effectively present operational results to leadership
Strong change-management skills with the ability to guide teams through evolving requirements, technologies, and processes
Exceptional organizational, planning, and prioritization skills in a fast-paced environment
Excellent interpersonal skills with the ability to professionally interact with teams across departments
Proficient in MSO/365 applications such as Microsoft Teams, SharePoint, Word, Excel, PowerPoint, and Outlook
Proven mathematical and analytical skills
Good Financial Management skills
Conceptualize, launch and deliver multiple projects on time and within budget and contracted parameters
Preferred
3 years' Healthcare experience
Company
Firstsource
Firstsource provides BPO solutions to organizations in banking, healthcare, telecoms, and media.
10001+ employees
H1B Sponsorship
Firstsource has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (1)
2023 (3)
2022 (2)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
$40MKey Investors
Excelsior Private Equity Fund
2012-10-26Acquired
2000-05-23Series Unknown· $25M
2000-02-17Series A· $15M
Leadership Team
Ritesh Idnani
CEO and Managing Director
Dinesh Jain
Chief Financial officer
Recent News
Canada NewsWire
2026-01-06
Business Standard India
2025-12-29
Company data provided by crunchbase