Sr. Operations Manager, Call Center

AEG Vision•Dallas, TX

About The Position

Collaborate with cross-functional partners to establish requirements, guidelines, and governance for Call Center AI systems to ensure that: Call Center AI systems align with, and adhere to, AEG standards of exceptional patient experience Call Center AI systems support business needs, including exam booking and insurance detail collection Call Center AI systems meet business requirements to drive successful booking, exam outcomes, and revenue. Establish measurable KPIs to use to evaluate AI tools and systems, including AI Agent, AI-driven QA Establish KPIs to measure AI tools and systems for both Call Center and business efficiency and effectiveness. Work with IT to develop reporting that provides monitoring of those KPIs Leverage KPIs to prioritize improvement initiatives Establish process for continuous improvement of Call Center AI systems, including: Scoping, prioritization, timing and consensus building around improvement initiatives Project management of improvement initiatives Documentation and training associated with any new features, capabilities, or changes to business process as a result of Call Center AI systems Establish active feedback mechanisms with Marketing, IT, and Operations partners to ensure that the systems support the needs of stakeholders Work with IT to establish continuous monitoring of any patient-facing or booking-related Call Center AI systems, including proactive notification of system outages that may impact business performance or continuity Subject matter expert for Call Center AI platforms, and actively monitor for/incorporate new features and capabilities as they come available Proactively ensure that the AI model is trained, incorporates new detail or business changes, and meets or exceeds established KPIs as it evolves Champion AI: Champion the thoughtful adoption of AI, automation, and tooling enhancements that improve both patient outcomes and team effectiveness Cross-Functional Partnership: Collaborate with IT, AI Partner (Cresta), Field Leaders, and Customer Service/Revenue driven teams to roll out AI implementation Maintain World-Class Service: Establish and uphold KPIs/SLAs around AI and performance Training: Document all Call Center AI systems, develop training, and train CC Managers and Team Leads on all AI tools ALE Integration: Support all ALE roll out and partner with CC Managers on upcoming ALE practices launch Patient Journey: Partner with Marketing and review patient recall performance and adjust the Patient Journey based on data Medical Support/Recall: Oversee a small team of Medical Support specialists to schedule and recall medical patients As Needed: Reschedule/move office appointments for all offices depending on practice feedback from AI scheduling Assumes responsibility for effectively researching, tracking, and resolving (or properly referring) problems and discrepancies. Attend and participate in meetings as required. Weekly/Monthly/Daily Completes special projects and miscellaneous assignments as required.

Requirements

Bachelor's degree or equivalent experience and knowledge gained through professional work
5-7 years of experience managing Contact/Call Center teams and processes
Excellent Verbal and Written Communication Skills
Ability to quickly learn and master new systems and processes with limited direction
Ability to multi-task
Ability to proactively learn new tools and systems both with external support and self-directed learning
Collaborative, proactive approach to problem solving
Ability to manage stakeholders without direct supervisory responsibility
Understanding of HIPAA regulations and compliance as pertains to Call Center systems and AI/Call Center integration

Responsibilities

Collaborate with cross-functional partners to establish requirements, guidelines, and governance for Call Center AI systems
Establish measurable KPIs to use to evaluate AI tools and systems, including AI Agent, AI-driven QA
Establish process for continuous improvement of Call Center AI systems
Establish active feedback mechanisms with Marketing, IT, and Operations partners
Work with IT to establish continuous monitoring of any patient-facing or booking-related Call Center AI systems
Subject matter expert for Call Center AI platforms, and actively monitor for/incorporate new features and capabilities as they come available
Proactively ensure that the AI model is trained, incorporates new detail or business changes, and meets or exceeds established KPIs as it evolves
Champion AI: Champion the thoughtful adoption of AI, automation, and tooling enhancements
Cross-Functional Partnership: Collaborate with IT, AI Partner (Cresta), Field Leaders, and Customer Service/Revenue driven teams to roll out AI implementation
Maintain World-Class Service: Establish and uphold KPIs/SLAs around AI and performance
Training: Document all Call Center AI systems, develop training, and train CC Managers and Team Leads on all AI tools
ALE Integration: Support all ALE roll out and partner with CC Managers on upcoming ALE practices launch
Patient Journey: Partner with Marketing and review patient recall performance and adjust the Patient Journey based on data
Medical Support/Recall: Oversee a small team of Medical Support specialists to schedule and recall medical patients
Reschedule/move office appointments for all offices depending on practice feedback from AI scheduling
Assumes responsibility for effectively researching, tracking, and resolving (or properly referring) problems and discrepancies.
Attend and participate in meetings as required. Weekly/Monthly/Daily
Completes special projects and miscellaneous assignments as required.