Director of Resupply

POSITION SUMMARY: The Director of DME Resupply Operations provides strategic leadership, operational oversight, and financial accountability for a 100% remote, high-volume Durable Medical Equipment (DME) resupply call center. This role is responsible for driving revenue growth, optimizing predictive dialer performance, and ensuring a seamless, compliant revenue cycle management (RCM) process from intake to order finalization. Operating in a fully distributed environment, the Director manages an expansive global workforce consisting of both US-based personnel and offshore BPO team members. The Director leads cross-functional initiatives across patient outreach, remote quality assurance, client implementations, and advanced technology integration to maximize patient adherence, client satisfaction, and global operational efficiency. DUTIES & RESPONSIBILITIES: Remote Leadership & Global Team Management Lead and scale a fully distributed, cross-functional global call center operation encompassing onshore US managers/leads and offshore BPO teams. Establish remote workforce management (WFM) structures, monitoring cross-time-zone schedules, real-time agent states, active time versus available time, and productivity metrics across distinct geographical regions. Foster a unified, high-performance remote culture built around digital collaboration, transparent communication, and global performance symmetry. Oversee decentralized performance management workflows, ensuring consiste