Vice President, Contact Center Operations

The Vice President (VP) of Operations is a critical executive leadership role responsible for overseeing and transforming CallTek’s operational functions. Reporting directly to the Chief Growth Officer and Chief Executive Manager, the VP will own performance and full P&L accountability across scheduling, contact center operations, revenue cycle management (RCM), interoperability, and post-scan fulfillment. This role requires building scalable, high-performance systems across a complex, multi-state healthcare organization operating in a tightly regulated environment. The VP also holds authority to review, approve, and manage all operating budgets tied to these functions, ensuring financial discipline and alignment with corporate objectives.

Key Responsibilities

• Strategic Leadership
• Define and execute the long-term vision and strategy for contact center/technical support Operations.
• Drive innovation in customer engagement, digital transformation, and workforce management.
• Financial & Budgetary Oversight
• Full P&L ownership of scheduling, contact center, RCM, interoperability, and post-scan fulfillment functions.
• Review, approve, and monitor all operating budgets, ensuring cost efficiency and compliance with corporate financial goals.
• Partner with Finance to track expenditures, forecast needs, and optimize resource allocation.
• Operational Leadership
• Oversee onshore teams and offshore BPO partners, managing critical client relationships.
• Drive cost reduction through process redesign, automation, client optimization, and workforce strategy.
• Build and implement workforce management systems for distributed teams across multiple states.
• Compliance & Risk Management
• Ensure adherence to healthcare regulatory frameworks in collaboration with Legal.
• Implement risk mitigation strategies across operations.
• Cross-Functional Collaboration
• Partner with Product and Engineering to shape operational tooling and platform capabilities.
• Communicate operational performance, strategy, and investment needs to the executive team and board.

Team Structure

The VP will lead a team composed of Senior Directors and Operations Managers, ensuring alignment across all operational functions, client relationships, and budgetary priorities. These teams are located in Cebu and General Santos City in the Philippines and various other global locations.

Requirements

• Proven experience leading large-scale (1000 seats or more) operations with full P&L ownership in a BPO environment
• Extensive experience with Contact Center technology and functionality including Telephony, Workforce Management, Reporting and Analytics, Quality, etc.  This should include driving KPI performance including SLAs, Occupancy, AHT and overall productivity and efficiency.
• Expertise in process improvement (Lean, Six Sigma, Kaizen) and Project Management.
• Experience managing both onshore and offshore teams
• Strong leadership, analytical, and communication skills