Caduceus Healthcare Inc

Compensation

Full Description

Call Center Director Company: Caduceus Healthcare Inc. (Federal Contractor) Location: Nashville, TN Status: On-Site Only Overview: Caduceus is standing up a new, high-volume federal program call center in Nashville, TN. We are seeking a Call Center Director with the expertise to build and launch a brand-new call center operation — including facility readiness, staffing, workflows, technology integration, and performance oversight. This role requires hands-on leadership and the ability to create structure, systems, and processes from the ground up. Key Responsibilities: • Lead the end-to-end stand-up of a new on-site call center, including facility setup, staffing plans, workflow design, and operational procedures. • Direct daily operations across multiple shifts in a 24/7/365 environment. • Oversee intake, data verification, case processing, and support units. • Develop KPIs, dashboards, and quality programs to drive performance. • Build and mentor a multi-level team of supervisors, trainers, analysts, and frontline agents. • Collaborate with IT to ensure secure system access, compliance, and operational continuity. • Conduct operational reviews, quality audits, and performance coaching. • Maintain readiness for surge operations and continuity-of-operations plans. Required Qualifications: • Bachelor’s degree required (Master’s preferred). • Ability to pass a government background check. • Proven experience standing up a new contact/call center or large-scale operations team. • 7–10+ years of senior call center or operations leadership. • Experience managing multi-shift or 24/7 teams. • Strong background in KPIs, analytics, service levels, and process improvement. • Experience with case-management or workflow technology platforms. • Must be able to work on-site in Nashville, TN.