Call Center Operations Lead

Verida Inc; Washington (District of Columbia); On-site; USD 90,000 - 130,000; Full time

Job summary

Southeastrans is seeking a Call Center Manager to lead on-site operations in Washington, DC. You will optimize scheduling, manage real-time workforce, and drive performance toward customer satisfaction, productivity, and cost goals.

Responsibilities include coordinating scheduling with Operations, supervising call center staff, implementing contingency plans, and monitoring metrics like ASA, abandonment, and FCR to improve service quality and efficiency.

Qualifications

• Working knowledge of the medical transportation industry preferred.
• Experience with performance metrics (ASA, abandonment rate, FCR).
• Knowledge of healthcare regulations including HIPAA and PHI.
• Demonstrated project management and leadership in a supervisory role.
• Experience coaching and developing staff.

Responsibilities

• Oversee daily Call Center Scheduling and Operations to maximize resource utilization.
• Coordinate with Operations management to ensure scheduling adherence and staffing decisions.
• Ensure supervisors manage schedule adherence and communicate real-time changes.
• Develop contingency plans for systems problems and incidents and lead post-mortem analyses.
• Approve schedules and manage exceptions with local management.
• Monitor performance results and take corrective actions as needed.
• Participate in planning processes and align with company objectives.

Skills

Analytical skills

Statistical background

Call center experience

HIPAA compliance knowledge

Education

Bachelor's degree in Communications, Statistics, Operations Management, Business Management, Social Work, Health Administration or related field

Job description

Southeastrans is seeking a Call Center Manager to lead on-site operations in Washington, DC. You will optimize scheduling, manage real-time workforce, and drive performance toward customer satisfaction, productivity, and cost goals.

Responsibilities include coordinating scheduling with Operations, supervising call center staff, implementing contingency plans, and monitoring metrics like ASA, abandonment, and FCR to improve service quality and efficiency.