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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 a dialer system.
Responsibilities include providing real-time visibility into contact rates, conversion percentages, agent outputs, and client delivery metrics.
The role requires generating weekly client-facing performance reports and conducting live Zoom calls with US clients.
Additionally, the position involves managing agent discipline, including attendance, adherence, performance improvement plans, and terminations as necessary.
Candidates should have a minimum of 3 years of experience in a similar role, with a salary range of $60,000 to $75,000 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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