Call Center Operations Manager

beBright • Minnetonka, MN

8h • Onsite

About The Position

beBright is seeking a Call Center Operations Manager to lead and scale our centralized call center function. This role is responsible for day-to-day operational performance, oversight of a remote outsourced call center partner, and continuous improvement of the patient experience across all inbound and outbound touchpoints. This role is highly operational and metrics-driven. You will own workflows, training, performance management, and execution while partnering cross-functionally with Operations, Marketing, Revenue Cycle, and Clinical teams. A core expectation is the ability to train and coach frontline call center agents to deliver an exceptional, empathetic, and efficient patient experience from the very first interaction.

Requirements

• Proven experience in contact center or call center operations management
• Strong experience managing remote and outsourced service teams
• Demonstrated ability to improve customer or patient experience through training and process design
• Highly analytical with experience using data to drive operational decisions
• Experience with workforce management, staffing models, and performance optimization
• Strong leadership, communication, and cross-functional collaboration skills
• Bachelor's degree in business administration, Management, or a related field preferred

Nice To Haves

• Experience in dental, healthcare, or multi-site service environments is a plus
• Experience with VoiceStack or similar call center phone systems is a plus

Responsibilities

• Own daily call center operations, performance, and execution across all locations
• Lead and manage an outsourced call center partner, including performance reviews, training standards, and accountability
• Design, implement, and continuously refine call handling workflows, scripts, escalation paths, and quality standards
• Train and coach frontline agents on patient experience, call conversion, scheduling accuracy, and brand standards
• Analyze operational and patient access metrics to identify trends, gaps, and improvement opportunities
• Partner with Marketing to optimize new patient call handling and conversion
• Partner with Operations and Clinical leaders to align scheduling, access, and patient flow
• Ensure consistent workforce management practices including staffing models, coverage, and productivity
• Drive a culture of accountability, continuous improvement, and patient-first service

Benefits

• Competitive salary commensurate with experience
• Comprehensive health, dental, and vision benefits
• Retirement savings plan with employer safe harbor program
• Generous paid time off and holidays
• Collaborative and mission-driven company culture focused on improving patient outcomes

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees