Sr. Manager, Full Time, Days, Call Center Opns, Morristown, NJ

Atlantic Health System•Morristown, NJ

About The Position

The Senior Manager, Call Center Operations leads the strategic vision, operational performance, growth, and transformation of the Contact Center. The role develops operational roadmaps that support patient access goals and service expansion, advance digital innovation, improve the patient experience, and increase efficiency and workforce optimization. The Senior Manager oversees a centralized, enterprise-wide contact center model and its operational and technology initiatives. This includes omnichannel engagement, workforce management, contact center platforms, vendor relationships, system improvements, and service expansion across departments and business units. The role monitors performance and patient engagement trends, uses reporting and KPIs to guide improvement, and provides updates and action plans to the Pre-Services Director. The position cultivates a high-performance department focused on accountability, continuous improvement, innovation, employee engagement, and exceptional patient experiences. It develops standardized policies, procedures, governance structures, and best practices, collaborates with internal and external stakeholders, and provides subject matter expertise on program policies, systems, service lines, and processes.

Requirements

Bachelor’s degree or five additional years of relevant work experience.
At least three years of related leadership, project, or KPI management experience; seven years is required without a bachelor’s degree.
Experience leading and facilitating project teams and coordinating with external departments and cross-departmental workflows.
Detailed knowledge and operational experience with complex telephony switch systems, including hard-wired and VoIP systems and ACD functionality, design, and deployment.
Experience managing teams of 25 or more employees, with supervisory experience in Patient Access, such as call center, registration, or pre-certification/authorization.
Experience with workforce management tools, data analytics, and contact center metrics such as AHT, shrinkage, SLA, ASA, and occupancy.

Nice To Haves

Previous experience in quality improvement, client management, or project management within a healthcare setting.

Responsibilities

Develop and execute strategic initiatives to grow and expand a centralized, enterprise-wide contact center model.
Drive digital transformation through omnichannel engagement strategies, including voice, chat, text, self-service, AI-powered virtual assistants, and automation technologies.
Provide executive oversight of workforce management, including forecasting, scheduling, capacity planning, staffing optimization, and real-time operational performance.
Manage large-scale operational and technology projects, including vendor implementations, workflow redesigns, system upgrades, technical go-lives, and enterprise service expansion initiatives.
Cultivate a high-performance department focused on accountability, continuous improvement, innovation, employee engagement, and exceptional patient experiences.
Develop and implement policies, procedures, and governance structures to standardize operations across centralized functions.
Oversee client, vendor, and stakeholder relationships and align operational priorities across departments.
Troubleshoot and support telephony, NICE Cxone, workforce management, and contact center technology issues.
Oversee KPIs, review reporting sources, analyze trends, refine workflows, implement process improvements, and present action plans and updates in meetings.
Provide timely performance updates to the Pre-Services Director.
Lead and inspire the team in developing, standardizing, and documenting best practices.
Evaluate opportunities to expand contact center services and operational support across departments, service lines, and business units.
Direct adoption and integration of contact center platforms, workforce management systems, and AI/automation tools.
Monitor channel performance and patient engagement trends to identify opportunities to improve access, efficiency, and patient satisfaction.
Lead end-to-end workforce planning and real-time management for contact center volumes, including forecasting, scheduling, queue management, and intraday performance monitoring to meet service-level targets.
Collaborate with the Training Team to develop continuous quality improvement training strategies, workflows, and audit measures.
Participate in operational meetings and provide detailed analysis or planning related to the subject matter.
Manage business relationships with clients and prospective clients, represent the department in external meetings as needed, and maintain collaborative relationships.
Independently manage multiple projects, tracking adherence to milestones, deliverables, and timelines.
Partner with ancillary departments, including IT and Marketing, to ensure operational alignment.
Maintain subject matter expertise in program policies and system functionality, and extensive knowledge of service lines, systems, and processes.
Stay informed about industry and business trends to identify process impacts and improve efficiency.
Perform other duties as assigned by senior leadership.

Benefits

Medical, dental, vision, and prescription coverage (for team members working 22.5 hours per week or above)
Life and AD&D insurance
Short-term and long-term disability, with options to supplement
403(b) retirement plan with employer match and additional non-elective contribution
PTO and paid sick leave
Tuition assistance, advancement, and academic advising
Parental, adoption, and surrogacy leave
Backup and on-site childcare
Well-being rewards
Employee Assistance Program (EAP)
Fertility benefits and Healthy Pregnancy Program
Flexible spending and commuter accounts
Pet, home and auto, identity theft, and legal insurance