Posted On: 1-22-2014
Position Title: Director Call Center Services
Job Location:
Cleveland, OH

Year after year, Cleveland Clinic is ranked among the nation’s top hospitals by U.S.News & World Report. That’s why people from across the country and around the world come here for care. As leaders in basic and clinical research, we offer exceptional career opportunities, as well as access to cutting-edge technology and innovative medical ideas.

Within the Patient & Provider Relations team, the Director, Call Center Support Services is responsible for managing technology performance, workforce planning, and analytics for various Cleveland Clinic call center groups. He/she manages relationships with all internal call center clients including Access to Care, Patient Financial Services, and other organizations to ensure that these organizations meet their performance objectives and provide exceptional patient and caregiver experiences. The Director provides decision support and recommendations for call center business planning, staffing, adherence, and center performance and directs all departmental initiatives including projects/project management, strategic planning, and budgeting. In addition, he/she manages technology vendors to ensure optimal performance and robust partnerships as well as a dynamic team. He/she outlines and monitors performance & development, rewards success, and coaches for improvement.


  • Bachelor’s degree required. Master’s degree preferred.
  • Minimum 8 years of experience in call center/workforce management.
  • 5-7 years of direct management experience. Operations/process improvement experience preferred.
  • Call Center technical system experience, Call Center analytics, and Call Center technologies experience preferred.

Cleveland Clinic strives to reward dedication with an integrated and comprehensive benefits program that meets the needs of a diverse workforce and provides meaningful choices. Along with pension/savings plans, wellness programs and medical/dental/vision coverage, we offer flexible spending plans, life insurance and disability plans, paid time off, tuition assistance program, and reimbursement for professional certification.

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