Call Center Operations Lead

Verida, Inc.; Wisconsin; On-site; USD 75,000 - 95,000; Full time

Job summary

Verida, Inc. is seeking a Call Center Manager in Wisconsin to lead daily operations and manage workforce scheduling. The ideal candidate will have extensive experience in high-volume call centers and a strong background in operations management with a focus on performance and customer experience.

This role is crucial for ensuring efficient service delivery and operational excellence while maintaining high standards of employee development and stakeholder engagement.

Qualifications

• 5+ years of progressive operations management experience.
• Working knowledge of the medical transportation and healthcare industry.
• Ability to manage competing priorities in fast-paced environments.

Responsibilities

• Lead day-to-day call center operations and workforce management activities.
• Optimize workforce utilization and schedule adherence.
• Analyze call volume and forecast demand for staffing needs.
• Develop and implement systems to enhance operational quality.

Skills

Leadership skills

Analytical skills

Communication skills

Workforce management

Customer service orientation

Education

Bachelor's degree in Operations Management or related field

Tools

Microsoft Office Suite

Workforce management systems

Call center platforms

Job description

Verida, Inc. is seeking a Call Center Manager in Wisconsin to lead daily operations and manage workforce scheduling. The ideal candidate will have extensive experience in high-volume call centers and a strong background in operations management with a focus on performance and customer experience.

This role is crucial for ensuring efficient service delivery and operational excellence while maintaining high standards of employee development and stakeholder engagement.