Director, Call Center Administration - Engagement

About the role

The Director of Call Center Administration will lead the engagement‑focused operations of Pyx Health’s call center. This senior position ensures staff are supported, empowered, and equipped to deliver compassionate telehealth services that drive member outcomes and client satisfaction.

Key responsibilities

• Provide direct supervision to team leads and supervisors, building a high‑performing, accountable team.
• Lead hiring, onboarding, performance management, and career development for a large, distributed call center staff.
• Develop and deliver training programs that enhance empathy, program knowledge, and technical proficiency.
• Oversee member engagement programs from onboarding through outcome tracking, ensuring fidelity to program design.
• Partner with program leadership to translate care protocols into call‑center workflows, scripts, and escalation pathways.
• Manage operational delivery of client commitments, including engagement rates, care‑gap closures, and satisfaction metrics.
• Monitor outcomes data, surface risks and trends, and report to internal and external stakeholders.
• Supervise administrative functions such as scheduling, compliance, resource allocation, and workforce management.

Required profile

• Extensive experience in telehealth program delivery and outcomes management.
• Deep understanding of health‑plan payer expectations, Medicaid, Medicare Advantage, and value‑based care frameworks.
• Proven people‑management skills with a track record of building culture, developing talent, and driving performance in high‑volume environments.
• Ability to translate clinical and program requirements into operational excellence.
• Strong analytical mindset to monitor metrics and identify improvement opportunities.

Required skills