Call Center Operations Manager
Automated Health Systems•Baltimore, MD
•Onsite
About The Position
Automated Health Systems is seeking an on-site Call Center Operations Manager to lead daily operations in a high-volume customer service environment. The role is responsible for operational excellence, service-level performance, staff development, and fostering a culture focused on quality, accountability, and customer satisfaction.
Requirements
- At least 5 years of call center leadership experience, including direct management of supervisors and large teams.
- Proven success managing performance metrics in a customer service or contact center environment.
- Strong workforce management, reporting, and analytical skills.
- Experience leading process improvement and operational excellence initiatives.
- Excellent communication, coaching, problem-solving, and employee relations skills.
- Proficiency with call center technologies, workforce management systems, and performance reporting tools.
Nice To Haves
- Bachelor's degree preferred, or an equivalent combination of education and experience.
Responsibilities
- Provide leadership and oversight for call center operations, including service delivery, staffing, workforce management, and performance metrics.
- Manage, coach, and develop supervisors and frontline staff to achieve operational goals and service standards.
- Monitor key performance indicators, including service levels, average handle time, quality scores, productivity, attendance, and customer satisfaction.
- Develop and implement process improvements that enhance operational efficiency and customer experience.
- Partner with internal stakeholders on business objectives, workforce planning, training initiatives, and quality programs.
- Ensure compliance with company policies, client requirements, regulatory standards, and confidentiality guidelines.
- Analyze operational data and prepare reports, recommendations, and action plans for senior leadership.
- Lead employee engagement efforts that promote retention, accountability, and a positive work environment.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Supplemental insurance
- 401(k)
- Paid time off
- Comprehensive and ongoing training
- Employee Wellness Program
- Career growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
