Datavant Senior Director, Retrieval Operations at Datavant leads call center and workforce management for payer retrieval operations. This role drives strategy, performance, and transformation using automation and AI.
Responsibilities
Develop and execute the call center and workforce strategy across onshore operations, offshore partners, Workforce Management, and capacity planning.
Lead onshore and global provider outreach performance, establishing clear accountability for productivity, retrieval outcomes, quality, service, compliance, and cost.
Set the outreach strategy across agent-led, AI-enabled, and other channels, directing human agent capacity toward the inventory and interactions where it can have the greatest impact.
Lead call center transformation in partnership with Product and Engineering. Identify opportunities to automate manual work, improve agent workflows, and expand the effective use of AI, self-service, and workforce technologies.
Own operational adoption of new tools and workflows, measuring their impact on retrieval yield, provider experience, quality, productive capacity, and cost-to-serve.
Lead and develop call center and Workforce Management leaders, building a culture of accountability, coaching, collaboration, and continuous improvement.
Translate retrieval targets and inventory demand into outreach volumes, staffing requirements, and weekly operating plans that support project pacing, SLAs, and client commitments.
Own demand forecasting, scheduling, intra-week management, utilization, and plan-versus-actual capacity management. Identify gaps between required capacity, available staffing, and actual output, and drive timely corrective action.
Establish forecasting and capacity-planning standards and governance, improving the accuracy of demand, staffing, and productive-capacity plans over time.
Optimize provider outreach, staffing, scheduling, and workflows to improve contact effectiveness, retrieval yield, quality, service, and workforce efficiency.
Provide executive oversight of global outsourcing partnerships, including capacity, vendor scorecards, governance, financial performance, risk, corrective actions, and continuous improvement.
Establish an integrated performance model across onshore and offshore operations, with consistent KPIs, productivity expectations, governance, and accountability that account for differences in cost and operating model.
