Call Center Operations Leader

SOUTHERN CALIFORNIA ENT MSO LLC; Los Angeles (CA); On-site; USD 60,000 - 81,000; Full time

Job summary

Southern California ENT MSO LLC in Los Angeles, CA, is seeking a Call Center Manager to oversee daily operations, staffing, quality assurance, and customer service standards to ensure productivity goals are met. This exempt leadership role requires strategic planning, effective communication, and the ability to manage multiple priorities in a fast-paced health environment.

You will lead VA call center staff, drive performance through KPI monitoring, coordinate with Operations, Clinic Management,

Qualifications

• 3+ years of call center management or related leadership experience.
• Experience managing remote or VA-based teams preferred.
• Healthcare or patient services experience preferred.
• Strong proficiency with call center metrics and reporting.
• Bachelor's degree in business or healthcare administration preferred.

Responsibilities

• Oversee day-to-day call center operations and staffing.
• Develop and monitor KPIs and service standards.
• Lead hiring, onboarding, coaching, and development.
• Ensure quality assurance and customer experience standards.
• Collaborate with departments to resolve issues.

Skills

Call center management

Leadership

Customer service management

Performance metrics

Budgeting

Education

Bachelor's degree in business administration / healthcare administration

Tools

Microsoft Office

Job description

Southern California ENT MSO LLC in Los Angeles, CA, is seeking a Call Center Manager to oversee daily operations, staffing, quality assurance, and customer service standards to ensure productivity goals are met. This exempt leadership role requires strategic planning, effective communication, and the ability to manage multiple priorities in a fast-paced health environment.

You will lead VA call center staff, drive performance through KPI monitoring, coordinate with Operations, Clinic Management,