Operations Manager (Voice)
Core
Manage a contact center team of 60-80 FTEs to handle patient calls for multiple hospital sites, ensuring service levels and quality.
Role type
Senior Operations Manager (Healthcare Call Center)
Builds
Patient call handling operations for hospital clients
Domain
Healthcare / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, SLA management, performance oversight, mentorship, project implementation, time management
Preferred skills
Revenue cycle management certification, Lean Six Sigma
Technologies
Lean Six Sigma tools
Responsibilities
Lead and direct staff of team leaders/supervisors, ensure calls are answered within service levels, oversee contact center performance to meet SLAs, mentor team leaders and CSRs, develop recommendations for management, support new client expansion
Seniority
Senior, hands-on IC