Call Center Operations Manager

Job Summary

Managing call center operations in a fully remote environment, the full-time Call Center Operations Manager will oversee inbound and outbound communications, lead and develop team leads, and monitor performance metrics to ensure high-quality patient experiences.

Key responsibilities

• Oversee inbound and outbound call center operations across various channels
• Lead, coach, and develop Team Leads, aligning performance expectations with KPIs
• Monitor call center performance and implement improvement plans as necessary

Required qualifications

• 3 or more years of progressive call center leadership experience
• Strong understanding of call center KPIs, workforce management, and operational metrics
• Proven ability to develop and motivate frontline supervisors
• Ability to operate independently with sound judgment in escalation situations
• Dedicated home working environment and availability for occasional evening and weekend coverage