Director of Enterprise Communications & Call Center Operations

At Binson’s, we believe in three things: Better Products, Better Services, Better Lives—and we live it every day. We're a fast-growing, family-owned health care company with a big heart and locations across Michigan, Indiana, and Florida. If you’re looking to make a real impact in people’s lives, you're in the right place.

The Role: To lead, scale, and optimize the enterprise medical call center and communication infrastructure. This executive-facing role oversees multi-state customer service teams, maximizes modern telephony (Zoom) and AI capabilities, and ensures seamless EMR integration to deliver data-driven, high-quality patient support.

Schedule: Monday–Friday | 8:30 AM - 5:00 PM

What We're Looking For

• Bachelor’s degree from a four-year college or university, or equivalent specialized operational training.
• 7+ years of progressive management experience in high-volume contact centers, specifically within a Medical, DME, or Healthcare environment.
• Direct, high-level administrative experience managing modern cloud telephony platforms like Zoom.
• Exceptional communication skills with the proven ability to present complex productivity data effectively to groups of managers and executive-level team members.
• Ability and willingness to work full-time, 100% on-site at our Center Line, MI corporate office.

What You’ll Be Doing

• Provide daily operational oversight for all customer service departments across a three-state footprint, ensuring consistent service delivery and accountability.
• Actively participate in the Management Committee; generate and present daily, weekly, and monthly productivity, call volume, and dropped-call reports directly to executive leadership.
• Manage direct reports (supervisors/managers); oversee workload distribution, establish comprehensive training programs, and implement performance coaching or disciplinary actions when necessary.
• Manage and continuously optimize the enterprise-wide phone and communications system (Zoom)
• Lead initiatives to seamlessly integrate phone communication systems with our internal Electronic Medical Record (EMR) software to streamline workflows.
• Proactively identify and leverage AI capabilities.
• Hold teams strictly accountable to daily, weekly, and monthly performance measurements (First Call Resolution, Abandonment/Dropped Call rates).
• Maintain departmental operations within strict corporate and healthcare compliance guidelines (HIPAA)

Perks & Benefits

• Competitive pay
• Full benefits: Medical, Dental, Vision & Life Insurance
• Paid time off + floating holiday
• 401(k) Retirement Savings Plan
• Training and growth opportunities