Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary lead for the everyday operational use of TalkDesk, encompassing user and permission configuration, troubleshooting, issue escalation, reporting, and campaign management.

• Spearhead process-improvement initiatives for inbound, outbound, and warm-transfer calling across Activation, Pharmacy, and Clinical Operations.

• Identify and implement automation solutions for QA scoring, call disposition, phone number testing, and reporting workflows.

• Convert operational requirements into technical specifications and delivery timelines in collaboration with Patient Solutions, Product, and Engineering teams.

• Establish and oversee new client campaigns and outreach initiatives.

• Create and sustain outreach and call lists, enhance outbound reach rates, and automate list-building processes.

• Lead the pre-launch configuration of telephony systems and workflows while providing post-launch support.

• Own and report on operational KPIs, including platform and call-list uptime, reach rate, AHT, calls per agent, schedule adherence, occupancy, QA/compliance, CSAT, disposition accuracy, and productivity.

• Conduct quality assurance for call and video engagements and document feedback.

• Implement QA processes and performance tracking to enhance platform efficiency and user/patient experience.

• Construct and maintain call-center usage metrics and reporting for Patient Solutions leadership.

• Manage call-center headcount planning and campaign scheduling.

• Assist in workforce planning and outreach allocation using volume forecasting and campaign metrics.

• Facilitate performance tracking and management across Patient Solutions teams through data analysis and automated reporting.

• Develop and present training on technical systems, computer configurations, and call disposition procedures.

• Design and conduct training for technology rollouts and system upgrades.

• Document client-specific processes and departmental workflows.

• Conduct shadowing sessions and utilize analytical tools to identify opportunities for improvement.

• Support vendor relationships and optimize software for TalkDesk and its associated calling infrastructure.

• Uphold standardized departmental processes and documentation to ensure scalability and regulatory compliance.

• Act as an escalation point for complex issues within the call center.

⛳️ Requirements

• Experience in administering a contact center platform; preference for TalkDesk, but comparable platforms will be considered.

• Proven ownership of call center KPIs, such as AHT, occupancy, reach rate, and QA scoring.

• Understanding of HIPAA and TCPA compliance requirements in a call/contact center environment.

• Experience in developing or enhancing QA and disposition workflows, including automation and efficiency initiatives.

• Strong cross-functional collaboration abilities and capacity to translate operational needs into technical specifications alongside Product and Engineering teams.

• Background in workforce planning, campaign scheduling, and volume forecasting.

• Experience in creating training materials and leading internal enablement sessions for technical systems.

• Prior experience in healthcare, health tech, or regulated industries is preferred.

• Fluent in verbal and written communication in Spanish.

• Must be eligible to work in the United States.

• Visa sponsorship is not available.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Short-term disability coverage.

• 401(k) retirement plan.

• Paid vacation leave.

• Paid sick leave.

• Paid holidays.

• Opportunities for professional development.

• Employee Assistance Program.

• Fully remote work environment.