Call Center Operations Manager

Automated Health Systems•Baltimore, MD

2d•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 drives operational excellence, ensures service-level performance, develops staff, and maintains a culture focused on quality, accountability, and customer satisfaction. The manager oversees service delivery, staffing, workforce management, and performance metrics; develops supervisors and frontline staff; and leads process improvement, employee engagement, and operational reporting. The position partners with internal stakeholders and ensures compliance with company policies, client requirements, regulatory standards, and confidentiality guidelines.

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 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 to 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.