Call Center Operations Leader: Drive Excellence & Growth

Automated Health Systems, Inc.; Baltimore (MD); Sur place; USD 75 000 - 95 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Comprehensive training

Wellness program

Career growth opportunities

Résumé du poste

Automated Health Systems, Inc. is seeking an on-site Call Center Operations Manager to lead daily operations in a high-volume customer service environment. You will drive operational excellence, monitor service levels, and coach supervisors and frontline staff to meet standards.

The role emphasizes staff development, KPI tracking, process improvements, and collaboration with stakeholders to align with business objectives, while upholding confidentiality and regulatory requirements.

Qualifications

• Bachelor's degree or equivalent education and experience in a customer-service environment.
• Strong leadership with experience managing large call center teams.
• Proven ability to improve performance metrics and drive customer satisfaction.

Responsabilités

• Provide leadership and oversight for call center operations, including service delivery and staffing.
• Coach supervisors and frontline staff to achieve goals and quality standards.
• Monitor KPIs such as service levels, handle time, quality scores, and attendance.
• Develop and implement process improvements to boost efficiency and customer experience.
• Partner with internal stakeholders to support business objectives and training initiatives.
• Ensure compliance with policies, client requirements, and confidentiality guidelines.
• Analyze operational data and prepare reports with recommendations for leadership.

Connaissances

Leadership

Call center leadership

Staff development

Data analysis

Communication

Formation

Bachelor's degree or equivalent

Outils

Workforce management systems

Performance reporting tools

CRM

Description du poste

Automated Health Systems, Inc. is seeking an on-site Call Center Operations Manager to lead daily operations in a high-volume customer service environment. You will drive operational excellence, monitor service levels, and coach supervisors and frontline staff to meet standards.

The role emphasizes staff development, KPI tracking, process improvements, and collaboration with stakeholders to align with business objectives, while upholding confidentiality and regulatory requirements.