Call Center Operations Manager

Healthcare organization seeking an on-site Call Center Operations Manager to lead daily operations within a high-volume customer service environment. This position is responsible for driving operational excellence, ensuring service level performance, developing staff, and maintaining a culture focused on quality, accountability, and customer satisfaction. 

Benefits: 

• Health/dental/vision/supplemental insurance/401(k)/Paid Time Off 

• Comprehensive and ongoing training 

• Employee Wellness Program 

• Strong company culture with career growth opportunities 

Responsibilities: 

• Provides leadership and oversight for call center operations, including service delivery, staffing, workforce management, and performance metrics.  

• Manages, coaches, and develops supervisors and frontline staff to achieve operational goals and service standards.  

• Monitor key performance indicators (KPIs) such as service levels, average handle time, quality scores, productivity, attendance, and customer satisfaction.  

• Develops and implements process improvements that enhance operational efficiency and customer experience.  

• Partners with internal stakeholders to support business objectives, workforce planning, training initiatives, and quality programs.  

• Ensures compliance with company policies, client requirements, regulatory standards, and confidentiality guidelines.  

• Analyzes operational data and prepare reports, recommendations, and action plans for senior leadership.  

• Leads employee engagement efforts that promote retention, accountability, and a positive work environment.

Qualifications: 

• Bachelor's degree preferred or equivalent combination of education and experience.  

• 5+ years of call center leadership experience, including direct management of supervisors and large teams.  

•  Proven success managing performance metrics in a customer service or contact center environment.  

• Strong workforce management, reporting, and analytical skills.  

• Experience leading process improvement and operational excellence initiatives.  

• Excellent communication, coaching, problem-solving, and employee relations skills.  

• Proficiency with call center technologies, workforce management systems, and performance reporting tools. 

Automated Health Systems is an EOE