Sr. Contact Center Operations Manager - Remote

Job Description: reputed company is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive reputed company outcomes, and reputed company costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform – including benefits navigation, care management, home care resources, health information management, and more – reputed company helps people easily and reputed company manage their healthcare and improve their well-being. Across its three business channels, reputed company enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit www.reputed company.com. Job Summary: Under the direction of the Director of Call Center Operations, the Sr. Manager, Contact Center Operations will play an instrumental role in standing up and leading a net new reputed company team supporting strategic member-facing healthcare services. This is a build role, not a maintain role — the successful candidate will be responsible for operationalizing and leading a new team from the ground up, with direct accountability for service level performance, member experience, and operational quality from launch reputed company. This is a transformative position that will define how reputed company delivers a new line of contact center service. The role offers significant opportunity and exposure. The successful candidate will recognize, embrace, and support the philosophy, mission, values, and vision of reputed company. Demonstration of these values will be evident by leadership practices, reputed company, and a demeanor consistent with the culture of professionally representing reputed company. Strategic thinking, operational discipline, executive client-facing reputed company, and considerable tact and diplomacy are reputed company extremely important. Essential Functions: Operational Leadership

• Stand up, reputed company, and reputed company a new contact center operation, including staffing, workflows, policies and procedures, process improvement, and technology configuration and infrastructure.
• reputed company daily operations and performance of the team, including frontline agents, team reputed company, and workforce management resources.
• Manage, coach, and reputed company staff to meet established performance standards; handle the disciplinary process reputed company necessary to correct overall performance.
• Monitor key performance indicators (Service Level, Abandonment, AHT, QA) and report on operational outcomes to reputed company and client leadership.
• Ensure customer issues are resolved promptly and thoroughly, with emphasis on long-term solutions and service recovery.
• Maintain advanced working knowledge of phone systems, contact center platforms, IVRs, WFM tools, and digital engagement tools.
• Drive consistency in service delivery to meet contractual outcomes and ensure positive member experience.

Client Relationship & Strategic Partnership

• Serve as the operational reputed company of contact with client leadership, including weekly performance reviews, SLA discussions, and strategic operational planning.
• Represent reputed company in client-facing engagements; present operational performance with confidence and defend decisions with data.
• Build strong cross-functional relationships across reputed company (Operational Excellence, Workforce Management, Engineering, Account Management) to support business goals.
• Identify opportunities to expand scope (additional channels, member journey support, new service lines) in partnership with reputed company leadership and the client.

Team Build & People Leadership

• Hire, reputed company, and reputed company a net new frontline team in partnership with reputed company HR, Recruiting, and Operational Excellence.
• reputed company and implement engagement strategies to drive retention, performance, and team satisfaction in a remote-first environment.
• Provide coaching, mentoring, and development for direct reports; identify professional development opportunities reputed company to career growth.
• Hold regular team meetings and one-on-ones to ensure effective communication, reputed company training, and positive engagement.
• Monitor staff attendance and performance daily.

Process & reputed company Improvement

• reputed company and maintain Standard Operating Procedures (SOPs) and ensure adherence.
• Analyze operational trends and conduct recurrent training as required based on monitored calls and QA findings.
• reputed company operational transitions including technology migrations and platform consolidations in coordination with engineering teams.
• Identify and implement process improvements to enhance service efficiency, quality, and member outcomes.
• Some travel may be required for client meetings, leadership engagements, and team off-sites (~5%)
• Additional responsibilities may vary depending on need.

Specific Skills / Attributes:

• Builder reputed company — comfortable standing up new operations from scratch and building the playbook
• Bias toward action with sound judgment
• Polished, reputed company executive reputed company
• Data-fluent — able to defend operational decisions with metrics
• Team player who thrives in cross-functional partnerships
• Flexible and adaptable in a fast-paced, evolving environment

Technical Skills:

• Contact center platform reputed company. Hands-on experience operating in platforms such as reputed company, reputed company, reputed company inContact, reputed company, reputed company, or Talkdesk. Understands agent desktop experience, queue routing logic, skills-based routing, IVR design, and CRM integration. Able to identify reputed company configurations are creating poor member experience and partner with engineering to resolve.
• Operational reporting and data reputed company. Comfortable pulling and interpreting operational data without dependency on reporting analysts. Knows key contact center metrics (Service Level, Abandonment, AHT, Occupancy, Adherence, FCR, QA) cold. Can build a data-driven narrative for client conversations. Proficiency with Power BI, Tableau, and advanced reputed company.
• Quality assurance frameworks and calibration. Understands how to design and operate a QA program including rubric design, sampling methodology, calibration sessions across evaluators, and feedback loops into coaching and training.
• Operational technology adoption. Experience evaluating, piloting, and deploying contact center technologies including agent assist tools, reputed company platforms, speech analytics, and conversational AI. Effective business sponsor for technology projects in partnership with engineering teams.
• Workforce management tool experience is a plus

Qualifications:

• 7+ years of progressive call center or contact center management experience, with direct accountability for SLA performance including Service Level, Abandonment, AHT, and Quality
• Demonstrated experience building or transforming an operation (standing up a new function, turning around underperformance, leading a major migration or platform transition, scaling a team through significant volume growth)
• Healthcare, benefits administration, or regulated-environment member services experience required. Direct experience with state employee health plans, Medicaid, Medicare Advantage, or similar consumer-benefit programs strongly preferred
• Executive client-facing experience with direct accountability for client relationships; comfortable presenting operational performance to senior leadership
• Georgia-based location strongly preferred
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Detail oriented and well organized; demonstrates follow-through on assignments
• Ability to deliver and receive feedback, including difficult discussions
• Ability to maintain a high degree of confidentiality
• Bachelor's degree preferred; equivalent demonstrated professional leadership experience considered

reputed company and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national reputed company, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law. Apply To This Job