Call Center Director – After Hours

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Located in Oklahoma City, OK

Salary: $70K

Location: Express Employment International Headquarters

Position Summary

The After Hours Call Center Director – Is responsible for leading and managing the company’s after-hours call center operations, ensuring timely and effective communication with clients, healthcare (staff) associates, and internal teams during non-standard business hours. This leader will supervise a team of after-hours call center representatives, ensure accurate and quality service delivery, manage scheduling and escalations, and drive performance metrics to support continuity of staffing services outside standard operating hours and increase business opportunities.

Key Responsibilities

• Lead, manage, and coach a team of after-hours call center staff, ensuring high-quality service and responsiveness as well as accuracy.
• Develop and oversee scheduling to maintain adequate coverage for early AM’s, evenings, weekends, and holidays.
• Serve as the point of escalation for urgent client and associate issues that arise outside normal business hours.
• Implement and maintain policies, procedures, and protocols to ensure compliance, consistency, and efficiency across after-hours operations.
• Monitor and analyze call center metrics, including response times, total volume of activity, call resolution, and client satisfaction, and implement improvements as needed.
• Collaborate with daytime leadership teams to ensure seamless communication and handoffs between business hours and after-hours teams.
• Participate in recruiting, onboarding, and training of after-hours call center staff.
• Ensure proper documentation and follow-through on all issues, ensuring continuity of service and accountability.
• Support special projects, process improvements, or emergency response protocols as assigned.
• Work with Healthcare Leadership team and Assistance Center Leadership teams to add additional after hours support functions such as recruitment and support after hours to additional business lines.

Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or related field preferred.
• Minimum 5 years of experience in customer service, call center management or healthcare staffing operations, with at least 1 year in a leadership role in the last three years.
• Strong leadership, communication, and crisis management skills.
• Proven ability to manage performance, coach teams, and drive accountability in a remote or shift-based environment.
• Ability to type a minimum of 50 WPM.
• Working knowledge of healthcare staffing industry best practices preferred.
• Experience with scheduling platforms, work on multi-systems, and call center technology preferred.

Work Schedule

• This role oversees operations during evening, overnight, weekend, and holiday hours.
• Must be available during core after-hours periods and on-call as needed for escalations or staffing emergencies.

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