The Manager of Call Center Operations reports to the Executive Director, Enterprise Patient Access. Under limited supervision, the Manager of Call Center Operations provides visible and proactive management to maintain effective operations and to promote customer satisfaction. This role maintains daily operational call center activities including supervision of Leads, Trainers and Patient Care Coordinators to promote accuracy and optimal customer service. This position ensures call center best practices are achieved in areas of key performance indicators, quality, customer satisfaction and staff engagement, with continuous focus on people, process and technology.