Contact Center Operations Manager
Sagan RecruitmentCore Responsibilities
Key Responsibilities: Contact Center Operations Lead and manage a team of approximately 10 offshore patient access agents. Oversee daily queue management, staffing coverage, escalations, and workflow execution. Monitor operational performance and proactively address bottlenecks affecting service levels. Ensure scheduling, patient access, and support processes are executed accurately and efficiently. Maintain clear escalation paths and decision-making frameworks for the team. Quality Assurance & Performance Management Develop, implement, and maintain quality assurance programs, scorecards, and coaching frameworks. Monitor calls and interactions to ensure compliance with established standards. Deliver coaching, feedback, and performance improvement plans when necessary. Establish accountability measures and performance expectations across the team. Drive critical quality and service errors toward zero. Certify team members before independent production work. Reporting & KPI Management Build and maintain operational dashboards and reporting systems. Establish reporting standards and provide leadership with clear operational visibility through dashboards, scorecards, and performance reporting. Track and analyze key performance indicators including service levels, abandonment rates, quality scores, productivity, scheduling metrics, and appointment confirmation rates. Provide daily and weekly reporting with actionable insights and recommendations. Identify trends, root causes, and opportunities for operational improvement. Process Improvement & Operational Ownership Learn and document workflows, escalation paths, and operating procedures. Create and maintain SOPs, scripts, training materials, and operational documentation. Continuously evaluate processes and technology to improve efficiency and patient experience. Partner with leadership to implement operational improvements and scale the department effectively. Own issues through resolution and proactively communicate risks, solutions, and outcomes. Identify and address repeat-call drivers, process gaps, and operational inefficiencies.
Requirements
Qualifications: 5+ years of experience leading contact center, patient access, healthcare operations, or customer service operations teams. Demonstrated ownership of KPIs, operational performance, and service delivery metrics. Experience building or improving quality assurance programs and coaching frameworks. Experience creating dashboards, reports, and operational performance tracking systems. Experience with contact center platforms and CCaaS systems, including queue management, call recording, quality assurance monitoring, and performance reporting. Strong analytical, problem-solving, and decision-making skills. Experience managing remote or offshore teams preferred. Advanced proficiency with Excel and/or Google Sheets. Strong written and verbal English communication skills. Highly coachable and receptive to feedback, with a demonstrated ability to adapt quickly and improve performance based on leadership input. Ability to work during EST business hours. Nice-to-Haves: Experience with eClinicalWorks (eCW) or similar EMR/EHR platforms. Healthcare scheduling, patient access, referral management, or medical practice operations experience. Experience with Vonage or similar contact center systems. Experience leading operational transitions, implementations, or process redesign initiatives. Familiarity with billing workflows and healthcare revenue cycle operations. Experience interpreting Culture Index, Predictive Index, or similar behavioral assessments.
Additional Information
Experience Level
Mid-Level
Employment Type
full-time
Work Mode
Remote