Remote Contact Center & Systems Ops Manager

Sollis Health; United States; Remote; USD 105,000 - 125,000; Full time

Job summary

Sollis Health is seeking a Manager, Contact Center and Systems Operations to lead national phone performance and oversee cross-functional system initiatives. This remote role requires strong leadership of a remote Concierge Receptionist team and collaboration with IT, clinical ops, and regional leads.

Based US-wide with hybrid option near NYC, focusing on OKRs, staffing, process improvements, and scheduling tool/EHR transitions. Salary is $105k-$125k annually with growth potential.

Qualifications

• Experience leading a contact center team and managing staff.
• Proven ownership of phone system, KPIs and phone management.
• Ability to manage cross-functional, ambiguous projects and initiatives.
• Strong communication across clinical, IT, and operations stakeholders.
• Desire to grow into broader operational/project management scope.

Responsibilities

• Own national phone performance against OKR targets (answer rate, speed to answer).
• Manage bi-weekly phone data review cadence with Data Analyst to generate insights.
• Oversee Contact Center platform administration and implement performance improvements.
• Identify staffing gaps, escalation patterns, and training needs.
• Partner with Regional Operation Leads on market-specific phone issues.

Skills

Contact center leadership

Phone system ownership

KPI management

OKR ownership

Cross-functional communication

Job description

Sollis Health is seeking a Manager, Contact Center and Systems Operations to lead national phone performance and oversee cross-functional system initiatives. This remote role requires strong leadership of a remote Concierge Receptionist team and collaboration with IT, clinical ops, and regional leads.

Based US-wide with hybrid option near NYC, focusing on OKRs, staffing, process improvements, and scheduling tool/EHR transitions. Salary is $105k-$125k annually with growth potential.