Operations Manager, Contact Center

JOB SUMMARY

The Operations Manager, Contact Center is responsible for managing the day-to-day operations of the Contact Center, ensuring high performance across all service channels, including appointment scheduling, calls, and digital interactions. The role leads supervisors and frontline teams to consistently deliver on key operational metrics such as service level, quality, productivity, and patient experience.

The Operations Manager executes operational strategies set by the Director, ensures productivity, and drives continuous improvement through effective performance management and process optimization. The role also fosters a highly engaged and motivated workforce, promoting a positive team culture and strong accountability.

In addition, the Operations Manager is expected to leverage technology and demonstrate a continuous learning mindset, utilizing digital tools and AI-driven solutions to enhance efficiency and support the Contact Center’s ongoing transformation.