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We're committed to bringing passion and customer focus to the business.

Public Partnerships LLC (PPL) provides helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and "self-direct" their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025. We will, along with a diverse alliance of service partners across the state, support the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions.

Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve.

Learn more about PPL and CDPAP at https://pplfirst.com/cdpap

The Vice President of Call Center Operations Optimization is responsible for overseeing and driving strategic initiatives to enhance the performance, efficiency, and customer satisfaction of call center operations. This role requires expertise in managing large-scale call center functions, implementing advanced technologies, optimizing processes, and leading cross-functional teams to achieve organizational goals.

Key Responsibilities:

Strategic Leadership

• Develop and execute a comprehensive call center strategy to align with the company's vision, mission, and objectives.
• Establish operational goals and KPIs focused on efficiency, quality, and customer satisfaction.
• Drive innovation and foster a culture of continuous improvement across all call center and business functions.

Operational Optimization

• Analyze call center workflows and implement process improvements to reduce costs and enhance service quality.
• Oversee forecasting, workforce planning, and scheduling to ensure optimal resource allocation.
• Optimize customer interaction processes, including first call resolution, escalation handling, and service personalization.

Technology Integration

• Lead the selection and implementation of advanced call center technologies, such as AI, IVR systems, CRM tools, and workforce management platforms.
• Monitor industry trends and emerging technologies to ensure competitive advantage.
• Use data analytics and reporting tools to gain insights into performance and customer behavior.

Customer Experience Management

• Design and implement strategies to improve customer satisfaction (CSAT), Net Promoter Scores (NPS), and overall service quality.
• Gather, analyze, and act on customer feedback to enhance the customer journey.
• Establish omnichannel support strategies to provide seamless customer experiences across phone, chat, email, and social platforms.

Financial Management

• Develop and manage the call center budget, ensuring cost efficiency without compromising service quality.
• Identify and implement cost-saving initiatives while maintaining operational excellence.
• Provide regular financial and operational reports to executive leadership.

Qualifications:

Education and Experience

• Bachelor's degree in Business Administration, Operations Management, or a related field (MBA preferred).
• 10+ years of experience in call center management, with at least 5 years in a senior leadership role.
• Proven track record in optimizing large-scale call center operations and achieving measurable improvements.

Skills and Competencies

• Strong analytical and problem-solving skills with a data-driven mindset.
• Expertise in call center technologies, including CRM, workforce management tools, and AI-driven solutions.
• Exceptional leadership and team-building abilities.
• Excellent communication and interpersonal skills.
• Demonstrated ability to manage budgets and drive cost-effective operations.

Preferred Qualifications:

• Certification in Six Sigma, Lean Management, or similar methodologies.
• Experience managing omnichannel or global call center operations.

Public Partnerships is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!