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McAllen, TX
Call Center Operations Manager for a Healthcare Services in US (Home Based Full Time)

Call Center Operations Manager for a Healthcare Services in US (Home Based Full Time)

Virtual Coworker

Posted 11 days ago, valid for 16 days

McAllen, TX, US

Competitive

Full Time

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Sonic Summary

The job involves creating daily performance dashboards and owning the reporting layer for monitoring metrics such as contact rate and agent-level output.
You will provide real-time visibility into key performance indicators and deliver weekly client-facing performance reports during live Zoom calls.
The role requires managing agent discipline, which includes attendance tracking, adherence, performance improvement plans (PIPs), and potential terminations.
Collaboration with the trainer/QA lead is essential to identify and close gaps in the data to enhance performance.
The position requires a minimum of 3 years of experience and offers a competitive salary of $70,000 per year.

• Daily performance dashboards (we’ll give you the dialer, you own the reporting layer)

• Real-time visibility into contact rate, CV%, agent-level output, and client delivery numbers

• Weekly client-facing performance reports and live Zoom calls with US clients

• Agent discipline: attendance, adherence, PIPs, and firing when needed

• Working directly with our trainer/QA lead to close gaps you see in the data

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