Senior Manager, Contact Center

knownwell

1d•$120,000 - $160,000•Hybrid

About The Position

The Senior Manager, Contact Center owns our inbound patient contact function and is the operational leader who takes our contact center to the next level. This is a build-and-run role: you'll structure the team, design role specialization as we scale, drive cross-functional process development, and own the systems, quality, and workforce planning and scheduling that keep a growing contact center performing day after day. You're ready to hit the ground running and bring proven playbooks, but you're also hands-on, with no task too small, willing to work the floor while the team is small and the systems are still being built. If something breaks you don't wait to be told how to handle it. You can figure out what needs to happen, execute, and build the process that prevents it from recurring. This is an opportunity to truly build and shape a function, not inherit a finished one. You'll report to the Director of Central Operations, lead a growing inbound team, work cross-functionally to establish clear protocols, standards, and handoffs, and build much of this function's structure and culture from the ground up.

Requirements

7+ years in contact center / customer or patient experience operations, including 3+ leading and structuring a team - ideally in healthcare or another regulated, patient- or customer-facing environment.
A proven builder — you've structured teams, designed role specialization, and led cross-functional process development, and you bring playbooks you can put to work on day one.
Deep fluency in the mechanics of a contact center: SLAs, workforce management, IVR/queue configuration, QA, and the analytical instincts to manage to KPIs and diagnose issues from data.
Hands-on and humble about it — no task too small; you'll work the floor while the team is small and the systems are being built, then scale yourself out of it.
You think and act like an owner, you're restless about quality, and you genuinely care about the patients your team serves.

Nice To Haves

Familiarity with healthcare contact center operations platforms (e.g., EHR, IVR, Voice AI) strongly preferred.

Responsibilities

Structure the inbound team to reach the next level — moving beyond a generalist structure into clear, scalable, specialized roles as volume grows rapidly month over month.
Establish protocols, scripting, and escalation pathways — set clear standards and priorities and identify gaps that need clarity; the Team Lead runs daily floor coverage, training, and first-line escalation against them.
Build and own shift schedules across the PEC team, aligning staffing to forecasted call volume and patterns of demand.
Plan for and adjust to shrinkage — both planned and unplanned (PTO, training, absences, attrition), reallocating coverage in real time to protect service levels.
Forecast staffing needs and surface headcount gaps to the Director of Central Operations with data to support the case.
Partner with the Patient Outreach & Engagement Manager to define shared practices, mutual redundancy, and clean hand-offs across inbound and outbound.
End-to-end ownership of contact center performance — service levels, queue KPIs (abandonment rate, wait time, handle time), and patient satisfaction (CSAT). You own the number, not just the activity.
Reporting and dashboards that give the team and leadership real visibility into trends — and that you use to manage proactively.
Final point of operational escalation for complex, systemic floor issues.
Own configuration of the IVR, call routing logic, and queue structure, ensuring patients reach the right resource efficiently.
Assign coordinators to queues and skills based on competency, volume, and SLA priorities, and adjust dynamically as conditions change.
Partner with third-party vendors (e.g., Zoom Contact Center, after-hours nurse services) to optimize configuration and resolve technical issues.
Inbound PEC performance and development — set QA standards and coaching priorities, run consistent reviews, and make people decisions, in partnership with the Team Lead.
Translate QA findings into targeted coaching, retraining priorities, and process changes.
Drive process development across functions — design and document workflows and SOPs that scale, and partner across teams to fix root causes, not just symptoms.
Upstream fixes — spot recurring themes in patient questions and complaints, quantify the impact, and turn them into data-backed recommendations that reduce volume at the source.