Position Summary

The District Leader is responsible for leading, coaching, and developing a team of Client Results Specialists while ensuring operational excellence and exceptional client and customer experiences. As the frontline supervisor, this role leads day-to-day contact center operations for assigned Specialists, drives performance against established KPIs, and fosters a culture of accountability, engagement, and continuous improvement.

The District Leader partners with clients and cross-functional stakeholders to execute operational strategies, analyze performance trends, solve business challenges, and implement solutions that improve service quality, productivity, employee engagement, and overall program performance. This role combines people leadership, contact center operations management, and client partnership to deliver successful business outcomes.

This role partners with internal stakeholders and clients to achieve key performance indicators (KPIs), improve team performance, resolve operational challenges, and foster a culture of accountability, engagement, and continuous improvement.

Qualifications

• Bachelor's degree preferred or equivalent experience.
• 3+ years leading teams in a contact center or customer service environment.
• Demonstrated experience leading, coaching, and developing frontline employees.
• Strong communication, presentation, and interpersonal skills with the ability to influence diverse audiences.
• Experience analyzing operational performance metrics and implementing improvement strategies.
• Strong problem-solving and critical-thinking abilities in a fast-paced environment.
• Proven ability to manage multiple priorities, projects, and deadlines effectively.
• Experience leveraging CRM, workforce management, reporting, and customer relationship management tools.
• Working knowledge of customer service operations, quality management, and performance management practices.
• Experience collaborating across multiple functions to drive business results and achieve client objectives.
• Experience leading teams in patient support highly preferred.

Core Competencies

• Leadership
• Coaching & Development
• Performance Management
• Customer Focus
• Contact Center Operations
• Data Analysis & Decision Making
• Operational Excellence
• Program Management
• Client Partnership
• Communication & Presentation Skills
• Strategic Thinking
• Problem Solving
• Continuous Improvement
• Change Leadership

Key Responsibilities

Specialist Leadership & Performance Management

• Directly supervise, coach, develop, and support a team of Client Results Specialists.
• Conduct regular coaching sessions, performance evaluations, and development planning discussions.
• Monitor and manage individual and team performance related to quality, productivity, attendance, compliance, and customer experience metrics.
• Support recruiting, onboarding, training, engagement, and retention initiatives.
• Recognize and reward high performance while addressing performance concerns in a timely and constructive manner.
• Foster a culture of accountability, collaboration, employee engagement, and continuous development.

Contact Center Operations

• Lead day-to-day operations to ensure achievement of service levels, productivity targets, quality standards, and client expectations.
• Monitor key operational and performance metrics and drive actions to improve results.
• Analyze trends and identify opportunities to enhance customer, patient, and employee experiences.
• Partner with Workforce Management, Quality, Training, and Operations teams to optimize performance.
• Ensure adherence to client requirements, company policies, operating procedures, and regulatory guidelines.
• Lead continuous improvement initiatives that drive operational effectiveness and efficiency.

Business & Program Leadership

• Utilize operational data and performance insights to develop and implement strategies that improve business results.
• Support execution of client initiatives, program objectives, and organizational priorities.
• Assist leadership with reporting, analysis, forecasting, and business recommendations.
• Coordinate and manage projects, initiatives, and competing priorities while meeting deadlines.
• Develop innovative solutions that improve performance, service delivery, and operational outcomes.
• Maintain awareness of program objectives, budgets, and business priorities to support informed decision-making.

Client & Stakeholder Partnership

• Build and maintain strong relationships with clients and internal stakeholders.
• Communicate operational performance, risks, opportunities, and recommendations to leadership.
• Support client initiatives and strategic business objectives through effective execution and collaboration.
• Resolve escalated Specialist, customer, operational, and client issues.
• Partner across departments to ensure alignment, successful program execution, and achievement of client goals.

Success Measures

• Service Levels
• Quality Performance Scores
• Customer/Patient Experience
• Employee Engagement
• Attendance and Adherence
• Productivity and Efficiency
• Specialist Retention
• Program KPI Achievement
• Continuous Improvement Results