Senior Manager, Call Center Operations

The Senior Manager, Call Center Operations is responsible for leading the strategic vision, operational performance, growth, and transformation of the Contact Center. The Senior Manager will oversee and develop operational roadmaps that support patient access goals, service expansion, digital innovation, improve the patient experience, increase efficiency and workforce optimization.

Responsibilities include, but are not limited to:
•    Developing and executing strategic initiatives that support growth and expansion of a centralized, enterprise-wide contact center model. 
•    Driving digital transformation efforts through implementation of omnichannel engagement strategies including voice, chat, text, self-service, AI-powered virtual assistants and automation technologies. 
•    Providing executive oversight of workforce management functions including forecasting, scheduling, capacity planning, staffing optimization and real-time operational performance. 
•    Managing large-scale operational and technology projects including vendor implementations, workflow redesigns, system upgrades and enterprise service expansion initiatives. 
•    Cultivating a high-performance department focused on accountability, continuous improvement, innovation, employee engagement, and exceptional patient experiences.
•    Developing and implementing policies, procedures, governance structures that standardize operations across centralized functions. 
•    Overseeing client, vendor and stakeholder relationships while ensuring alignment of operational priorities across departments. 
•    Troubleshooting and supporting telephony, NICE Cxone, workforce management and contact center technology issues. 

PRINCIPAL ACCOUNTABILITIES:

•    Oversee KPIs and utilizes trend data to refine workflows and implement process improvements. Reviews and understands all available reporting sources, using these reports to compile and present action plans and updates in meetings.  Provides timely updates to Pre-Services Director in efforts to improve or sustain performance.
•    Continuously engages in leading and inspiring the team in developing, standardizing and documenting best practices in the performance of all duties and responsibilities.
•    Evaluates opportunities to expand contact center services and operational support across additional departments, service lines and business units. 
•    Directs the adoption and integration of contact center platforms, Workforce management systems and AI/automation tools. 
•    Monitors channel performance and patient engagement trends to identify opportunities that improve access, efficiency and patient satisfaction. 
•    Supports end-to-end workforce planning and real-time management for Contact Center volumes. Responsible for forecasting, scheduling, queue management, and intraday performance monitoring to ensure service level targets are consistently met. 
•    Collaborates with the Training Team in developing continuous quality improvement training strategies, workflows, and audit measures. 
•    Participates in operational meetings, internally with Managers, Supervisors and/or with leadership. Attends meetings prepared to provide detailed analysis or planning related to subject matter. 
•    Responsible for managing all aspects of the business relationship with clients and prospective clients, ensuring positive and collaborative relationships with all clients. Represents department in external meetings as needed.
•    Effectively and independently works on multiple projects, including the management of projects impacting the Call Center (vendor management, technical go-lives, process optimizations, etc.).  Drives and track adherence to milestones, deliverables, and timelines for each project. 
•    Partners with various ancillary departments such as IT and Marketing to ensure operational alignment. 
•    Subject matter expert for program policies and related system functionality. Maintains extensive knowledge of all service lines, systems, and processes.
•    Stays abreast of industry and business trends to proactively identify impacts to current processes and improve overall efficiency. 
•    Performs other duties as assigned by Senior leadership. 
 

Requirements: 
1.    Education: Bachelor’s degree or 5 additional years of relevant work experience required.
2.    Experience: 
3.    A minimum of three years (seven years without BA/BS degree) of related leadership/project/KPI management experience required. 
4.    Previous experience in quality improvement, client or project management within a health care setting preferred. 
5.    Experience with leading, facilitating project teams and coordinating with external departments and cross-departmental workflows. 
6.    Details knowledge and operational experience with complex telephony switch systems- hard wire and VoIP inclusive of ACD functionality, design, and deployment. 
7.    Experience managing teams of 25+ employees, with emphasis on supervisory experience in Patient Access (call center, registration, pre-certification/authorization).
8.    Experience with Workforce management tools, data analytics and contact center metrics. (AHT, shrinkage, SLA, ASA, occupancy)
 

Minimum Salary (Hourly Rate): 61.180000

Maximum Salary (Hourly Rate): 107.690000

Salary Admin Plan: MGR