Operations Manager, Call Center

Role Overview

The Operations Manager, Call Center will lead multi-site contact center operations, driving performance, quality, and customer experience in a healthcare technology context.

Responsibilities

• Directly manage multiple Call Center Managers, providing mentorship and strategic guidance.
• Own contact center KPIs and implement strategies to exceed performance targets.
• Partner with Workforce Management and Quality teams to optimize staffing and quality programs.
• Deliver clear performance reporting to senior leadership and represent the contact center in cross-functional meetings.
• Lead initiatives to improve customer experience and ensure regulatory compliance.

Requirements

• Bachelor’s degree in Business, Operations Management, or related field (Master’s preferred).
• 5+ years of leadership experience in a contact center environment, including 2+ years in operations management.
• Proven success managing large-scale and/or multi-site contact center operations.
• Strong analytical, leadership, and communication skills.
• Expertise with contact center technologies and performance management tools.

Preferred Qualifications

• Experience developing and implementing customer experience strategies.
• Familiarity with data-driven decision-making in a contact center setting.
• Ability to translate organizational goals into actionable plans for frontline teams.
• Experience with employee development and performance management practices.