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 : Provide s leadership and oversight for call center operations, including service delivery, staffing, workforce management, and performance metrics.

Manage s , coach es , and develop s 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. Devel op s and implement s process improvements that enhance operational efficiency and customer experience.

Partner s with internal stakeholders to support business objectives, workforce planning, training initiatives, and quality programs. Ensure s compliance with company policies, client requirements, regulatory standards, and confidentiality guidelines. Analyze s operational data and prepare reports, recommendations, and action plans for senior leadership.

Lead s 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