Head of Contact Center Operations (200+ Agents)

Serenity Mental Health Centers; Sandy Springs (GA); Presencial; USD 95.000 - 140.000; Tempo integral

Benefícios oferecidos por esta vaga

Competitive pay based on experience

Medical, dental & vision coverage (90%

401(k)

10 PTO days (15 days after first year)

10 paid holidays

Employee Referral Program

Advancement opportunities

Resumo da vaga

Serenity Healthcare is seeking a seasoned Contact Center Manager to lead a 200+ FTE operation in Sandy Springs, GA. You will shape frontline leadership, drive service and conversion, and deliver results across patient experience and retention.

In this high-volume environment, you will partner with Workforce Management, Recruiting, Training, and Quality teams to build a strong leadership pipeline, optimize workflows, and ensure operational excellence while maintaining a patient-focused culture.

Qualificações

• 7+ years of progressive contact center leadership experience.
• Experience leading a contact center operation of 200+ employees/FTE.
• Experience leading through supervisors or frontline leaders, not solely managing individual agents.
• Experience leading a sales, conversion, retention, or revenue-focused contact center environment.
• Strong experience with complex escalations, service recovery, problem solving, and de-escalation.
• Strong knowledge of contact center operations including Workforce Management, forecasting, scheduling, QA, performance management, and contact center KPIs.
• Demonstrated ability to use data to improve operational and employee performance.
• Track record of developing leaders and building high-performing teams.
• Ability to operate effectively with limited day-to-day supervision, prioritize competing demands, and make sound decisions.
• Experience leading in a high-volume, fast-paced environment.

Responsabilidades

• Lead the daily operation and performance of a 200+ FTE contact center through supervisors and frontline leaders.
• Drive results across service, sales/conversion, patient experience, quality, productivity, attendance, staffing, and employee retention.
• Lead new-patient teams responsible for converting inquiries into scheduled appointments through effective discovery, objection handling, follow-up, and urgency.
• Ensure established patients receive responsive, empathetic support with strong problem solving, de-escalation, and escalation management.
• Establish clear operating rhythms and accountability for supervisors, including huddles, 1:1s, coaching, call reviews, and performance management.
• Use contact center data and KPIs to identify trends, diagnose root causes, and quickly translate insights into action.
• Partner with Workforce Management to ensure forecasting, scheduling, adherence, capacity, and staffing align with patient demand.
• Partner with Recruiting, Training, and Quality to improve hiring, new-hire readiness, speed to proficiency, quality, and retention.
• Develop supervisors and build a strong internal leadership pipeline.
• Identify opportunities to improve processes, workflows, routing, technology, and the overall PCC and patient experience.
• Lead operational change and ensure leaders and employees understand expectations and execute consistently.
• Communicate performance, risks, trends, and action plans effectively to senior leadership.

Conhecimentos

Contact center leadership

People management

Data-driven decisions

Operational excellence

Forecasting & scheduling

Formação

Bachelor's degree or equivalent leadership experience

Ferramentas

CRM/EMR platforms

WFM systems

Quality assurance tools

Reporting platforms

Descrição da vaga

Serenity Healthcare is seeking a seasoned Contact Center Manager to lead a 200+ FTE operation in Sandy Springs, GA. You will shape frontline leadership, drive service and conversion, and deliver results across patient experience and retention.

In this high-volume environment, you will partner with Workforce Management, Recruiting, Training, and Quality teams to build a strong leadership pipeline, optimize workflows, and ensure operational excellence while maintaining a patient-focused culture.