Senior Call Center Ops Lead – Patient Access Morristown

Atlantic Health; Morristown (NJ); On-site; USD 84,000 - 148,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Tuition assistance

401(k) match

Backup childcare

Employee assistance

Commuter benefits

Job summary

Atlantic Health in Morristown, NJ seeks a Sr. Manager of Call Center Operations to lead strategic vision, operational performance, growth, and transformation of the Contact Center. You will oversee roadmaps supporting patient access goals, service expansion, digital innovation, and workforce optimization.

You will drive omnichannel engagement, oversee workforce planning, and manage large-scale projects with vendors, focusing on patient experience and efficiency across centralized functions.

Qualifications

• Bachelor’s degree or 5 additional years of relevant work experience.
• Minimum 3 years of leadership/KPI management experience; 7 years if no BA/BS.
• Experience with workforce management tools, data analytics, and contact center KPIs.
• Experience with telephony switch systems (VoIP, ACD).
• Experience leading teams of 25+ and cross‑department coordination.

Responsibilities

• Develop strategic initiatives for a centralized enterprise contact center.
• Drive omnichannel engagement including voice, chat, text, and AI-powered tools.
• Oversee forecasting, scheduling, capacity planning, and real-time performance.
• Manage large-scale projects with vendors, system upgrades, and service expansion.
• Cultivate a high-performance department focused on patient experiences and continuous improvement.
• Develop governance to standardize operations across centralized functions.
• Oversee client, vendor, and stakeholder relationships across departments.
• Troubleshoot telephony and contact center technologies.

Skills

Workforce management

Data analytics

Contact center metrics

Telephony systems

Education

Bachelor’s degree or 5 additional years of relevant work experience

Tools

NICE Cxone

Job description

Atlantic Health in Morristown, NJ seeks a Sr. Manager of Call Center Operations to lead strategic vision, operational performance, growth, and transformation of the Contact Center. You will oversee roadmaps supporting patient access goals, service expansion, digital innovation, and workforce optimization.

You will drive omnichannel engagement, oversee workforce planning, and manage large-scale projects with vendors, focusing on patient experience and efficiency across centralized functions.