Call Center Operations Manager

Automated Health Systems, Inc.; Baltimore (MD); Presencial; USD 75.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Comprehensive training

Wellness program

Career growth opportunities

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Call center leadership

Staff development

Data analysis

Communication

Educación

Bachelor's degree or equivalent

Herramientas

Workforce management systems

Performance reporting tools

CRM

Descripción del empleo

Healthcare organization seeking an on-site Call Center Operations Manager to lead daily operations within a high-volume customer service environment. This position is responsible for driving operational excellence, ensuring service level performance, developing staff, and maintaining a culture focused on quality, accountability, and customer satisfaction.

• Health/dental/vision/supplemental insurance/401(k)/Paid Time Off
• Comprehensive and ongoing training
• Employee Wellness Program
• Strong company culture with career growth opportunities

Responsibilities :

• Provide s leadership and oversight for call center operations, including service delivery, staffing, workforce management, and performance metrics.
• Manage s , coach es , and develop s supervisors and frontline staff to achieve operational goals and service standards.
• Monitor key performance indicators (KPIs) such as service levels, average handle time, quality scores, productivity, attendance, and customer satisfaction.
• Devel op s and implement s process improvements that enhance operational efficiency and customer experience.
• Partner s with internal stakeholders to support business objectives, workforce planning, training initiatives, and quality programs.
• Ensure s compliance with company policies, client requirements, regulatory standards, and confidentiality guidelines.
• Analyze s operational data and prepare reports, recommendations, and action plans for senior leadership.
• Lead s employee engagement efforts that promote retention, accountability, and a positive work environment.

Job Requirements

Qualifications:

• Bachelor's degree preferred or equivalent combination of education and experience.
• 5+ years of call center leadership experience, including direct management of supervisors and large teams.
• Proven success managing performance metrics in a customer service or contact center environment.
• Strong workforce management, reporting, and analytical skills.
• Experience leading process improvement and operational excellence initiatives.
• Excellent communication, coaching, problem-solving, and employee relations skills.
• Proficiency with call center technologies, workforce management systems, and performance reporting tools.

Automated Health Systems is an EOE