Operations Manager, Contact Center
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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.
Requirements
- •Manage day-to-day contact center operations
- •Ensure high performance across service channels (calls, digital)
- •Lead supervisors and frontline teams
- •Deliver on key operational metrics (service level, quality, productivity)
- •Execute operational strategies
- •Drive continuous improvement
- •Foster a positive team culture and accountability
- •Leverage technology and digital tools
Nice to Have
- •Experience with AI-driven solutions
- •Continuous learning mindset
Responsibilities
- •Oversee appointment scheduling, calls, and digital interactions
- •Implement performance management strategies
- •Optimize operational processes
- •Promote employee engagement and motivation
- •Utilize AI-driven solutions for efficiency
- •Support contact center transformation initiatives
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60 seconds. $3.99 one-time.
M42 provides a broad spectrum of healthcare services, from primary care to advanced treatments. It serves individuals and families seeking comprehensive medical solutions.
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