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.

Requirements

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