Service Center Operations Consultant
On-site · Los Angeles, California, United States
Job Summary
Oversee on-site service center operations in a high-volume, fast-paced environment (call center/help line) to improve operational efficiency and customer experience. Lead staffing models, scheduling, and coverage planning; develop and track performance metrics (call volume, wait times, resolution rates, customer satisfaction); identify trends and implement process improvements; establish high standards for customer service including call handling and follow-up; ensure accurate information delivery and proper routing to internal/external resources; implement quality assurance through call monitoring, coaching, and performance feedback; evaluate and optimize call center and case-management systems; collaborate with internal teams and vendors to troubleshoot system issues and enhancements; ensure team members are trained on systems, tools, and workflows; support workforce planning including temporary or contract staff; develop onboarding and training programs; provide coaching and performance management for supervisors and leads; coordinate with cross-functional teams for accurate service delivery; support reporting, planning, and continuous improvement; ensure compliance with internal policies and applicable regulations.
Required Qualifications
- Bachelor’s degree in public administration, social services, nonprofit management, or a related field (or equivalent experience)
- Significant leadership experience in a call center, help line, customer service operation, or human services environment
- Demonstrated success managing staff, workflows, and performance metrics
- Strong commitment to equity, accessibility, and high-quality community service
Desired Qualifications
- Bachelor’s degree in public administration, social services, nonprofit management, or a related field (or equivalent experience)
- Significant leadership experience in a call center, help line, customer service operation, or human services environment
- Demonstrated success managing staff, workflows, and performance metrics
- Strong commitment to equity, accessibility, and high-quality community service
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