Remote Call Center Ops Manager and Analytics

Global Medical Virtual Assistants; United States; Remote; USD 11,000 - 18,000; Full time

Benefits offered by this job

Permanent Work From Home

Free Training

Paid Time Offs

HMO Coverage

Optical Rewards

Performance-Based Increase

Job summary

Global Medical Virtual Assistants seeks a Call Center Manager to lead and optimize remote US call center operations, focusing on staffing, scheduling, and performance targets through data-driven insights.

You will influence workforce management, forecasting, and reporting while coordinating with leaders to drive efficiency and service levels. Night shifts may be required in this role.

Qualifications

• A Degree in a medical or healthcare-related field is preferred.
• At least three years of Call Center/Contact Center/Operations Management experience, with strong knowledge of workforce management and operational processes.
• Experience in workforce management, staffing, scheduling, forecasting, and capacity planning.
• Strong understanding of call center performance metrics, KPIs, and operational reporting.
• Highly proficient in the English Language (Both written and oral).
• Strong analytical and problem-solving skills with the ability to interpret operational data and identify trends and opportunities.
• Can perform under pressure and work alongside high-level professionals in a team environment.
• Must be efficient with MS Office applications and Google Suite, particularly Excel/Google Sheets for data analysis and reporting.
• Strong communication and stakeholder management skills.
• Open to working night shifts.

Responsibilities

• Managing the day-to-day planning, operations, and problem-solving of the call center to meet required targets and operational goals.
• Overseeing workforce management, including staffing requirements, forecasting, capacity planning, scheduling, and attendance management.
• Managing staffing and scheduling to ensure appropriate workforce coverage based on call volume, business requirements, and operational needs.
• Monitoring key performance metrics and identifying trends, gaps, and opportunities for improvement across the call center.
• Analyzing operational data and preparing regular reports on productivity, performance, staffing, service levels, and other key performance indicators.
• Working with leadership and relevant stakeholders to develop and implement action plans based on operational data and performance results.
• Identifying patterns and potential operational issues through data analysis and providing recommendations to improve efficiency, productivity, and overall call center performance.
• Managing and addressing operational concerns, escalations, and challenges that may impact service delivery, staffing, or team performance.
• Collaborating with team leaders, supervisors, and other departments to ensure alignment of staffing, scheduling, performance expectations, and operational requirements.
• Ensuring that call center processes, procedures, and workforce management practices are consistently followed and optimized as business needs change.

Skills

Call Center Management

Workforce Planning

Staffing & Scheduling

KPI tracking

Data analysis

MS Office / Google Sheets

Stakeholder communication

Night shifts

Education

Bachelor's degree in healthcare

Tools

Excel

Google Sheets

MS Office

Google Suite

Job description

Global Medical Virtual Assistants seeks a Call Center Manager to lead and optimize remote US call center operations, focusing on staffing, scheduling, and performance targets through data-driven insights.

You will influence workforce management, forecasting, and reporting while coordinating with leaders to drive efficiency and service levels. Night shifts may be required in this role.