Manager, Contact Center and Systems Operations
$105,000–$125,000 year
Remote
Job Summary
Own national phone performance against OKR targets by managing bi-weekly data reviews and implementing Contact Center platform changes to improve answer rates and speed to answer. Lead scheduling, coverage, and performance for the remote Concierge Receptionist team while identifying staffing gaps and resolving escalation patterns. Serve as the operational point-person for cross-functional system initiatives, including EHR transitions and workflow changes, by leading project management timelines and acting as the liaison between Ops, IT, and Clinical teams. Collaborate with Regional Operation Leads on market-specific issues and partner with analysts to document process changes and roll out training. Manage hybrid schedules Monday-Friday 9a-5p EST with remote options in select states.
Required Qualifications
- Led a contact center team, including RTA and full team management.
- Experience with full ownership of phone system, phone KPIs and phone management.
- Comfort owning a metric-driven OKR while also managing ambiguous, cross-functional projects.
- Strong communicator across clinical, IT, and ops stakeholders.
Desired Qualifications
- Desire to grow into broader operational/PM scope.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.