Remote Manager, Contact Center & Systems Operations

Applied Labs; Northern (KY); Hybrid; 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, including EHR rollouts and scheduling tools. This role oversees the remote Concierge Receptionist team and coordinates with IT, Clinical, and Ops on deployments.

Based in the US, this full-time position offers a remote/hybrid arrangement and targets strong performers with experience in metric-driven environments and project management.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Phone system ownership

OKR management

Cross-functional collaboration

Project management

Stakeholder 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, including EHR rollouts and scheduling tools. This role oversees the remote Concierge Receptionist team and coordinates with IT, Clinical, and Ops on deployments.

Based in the US, this full-time position offers a remote/hybrid arrangement and targets strong performers with experience in metric-driven environments and project management.