Manager, Contact Center and Systems Operations

Jobtailor; California (MO); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor is seeking a Senior Operations/PM-style leader to own national phone performance, manage data-driven reviews, and oversee contact center platform changes. You will work with Regional Operation Leads to address market-specific issues and drive improvements across front desk and member services workflows.

The role requires experience in leading contact center teams, owning phone KPIs, and navigating cross-functional environments with IT and Clinical stakeholders.

Qualifications

• Led a contact center team with full management responsibilities.
• Own phone system and KPIs, and drive phone performance improvements.
• Desire to expand into broader operational/PM scope.
• Comfortable owning metric-driven OKRs while leading cross-functional projects.

Responsibilities

• Own national phone performance against OKR targets (answer rate, speed to answer).
• Manage bi-weekly phone data review cadence with Data Analyst for insights.
• Manage Contact Center platform administration and implement changes to improve performance.
• Identify staffing gaps, escalation patterns, and training needs.
• Partner with Regional Operation Leads on market-specific phone issues and investigations from complaints.
• Serve as point person for operational system changes impacting front desk/member services workflows (e.g., EHR rollout, scheduling tools).
• Lead project management for assigned initiatives: timelines, stakeholders, training rollout.
• Act as liaison between Ops, IT, and Clinical teams during implementations.
• Collaborate with the Ops Analyst to document process changes and roll out training to Operations staff.

Skills

Contact Center Leadership

Phone System Ownership

OKR Management

Cross-functional Projects

Communication Skills

Tools

Contact Center Platform

EHR Systems

Scheduling Tools

Job description

• Own national phone performance against OKR targets (answer rate, speed to answer)
• Manage bi-weekly phone data review cadence, partnering with Data Analyst to generate data insights
• Manage Contact Center platform administration and evaluate/implement changes to improve performance.
• Identify and resolve staffing gaps, escalation patterns, and training needs
• Partner with Regional Operation Leads on market-specific phone issues, including investigations that surface from complaints.
• Serve as point person for operational system changes impacting front desk/member services workflows (e.g., EHR rollout, new scheduling tools, navigator)
• Lead project management for assigned initiatives: timelines, stakeholder communication, training rollout
• Act as liaison between Ops, IT, and Clinical teams during implementations
• Collaborate with the Ops Analyst to document process changes and roll out training to Operations staff.

Requirements

• Led a contact center team, including RTA and full team management.
• Experience with full ownership of phone system, phone KPIs and phone management.
• Desire to grow into broader operational/PM scope.
• Comfort owning a metric-driven OKR while also managing ambiguous, cross-functional projects.
• Strong communicator across clinical, IT, and ops stakeholders.

Demonstrates expertise in managing contact center operations, including phone performance metrics and team leadership, while effectively collaborating with cross-functional teams to implement process improvements and training initiatives.

Highest-signal resume keywords

• Contact Center Management
• Phone System Ownership
• OKR Management
• Project Management
• Stakeholder Communication

ATS Optimization Keywords

Hard Skills

• Phone Performance Metrics
• Data Analysis
• Process Documentation
• Training Rollout
• Operational System Changes

Soft Skills

• Strong Communication
• Collaboration
• Problem-Solving

Industry Keywords

• OKR Targets
• Staffing Gaps
• Escalation Patterns
• Cross-Functional Projects

Tools & Technologies

• Contact Center Platform
• EHR Systems
• Scheduling Tools