Senior Contact Center Operations Manager

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

📋 Description

• Establish, develop, and lead a new contact center operation

• Supervise daily operations and team performance

• Manage, mentor, and develop staff to achieve set performance standards

• Track key performance indicators and report on operational results

• Ensure that customer issues are addressed quickly and comprehensively

• Promote consistency in service delivery to fulfill contractual requirements

• Foster strong cross-functional relationships throughout Sharecare

• Identify opportunities to broaden scope in collaboration with leadership and clients

• Recruit, onboard, and cultivate a new frontline team

• Create and implement engagement strategies to enhance retention, performance, and team satisfaction

• Monitor staff attendance and performance on a daily basis

• Develop and uphold Standard Operating Procedures

• Analyze operational trends and provide ongoing training as needed

• Lead operational transitions, including technology migrations

• Identify and enact process improvements to boost service efficiency

⛳️ Requirements

• Over 7 years of progressive experience in call center or contact center management

• Proven experience in building or transforming an operation

• Required experience in healthcare, benefits administration, or member services in a regulated environment

• Executive client-facing experience with direct responsibility for client relationships

• Exceptional verbal and written communication skills

• Strong analytical and problem-solving abilities

• Detail-oriented and well-organized; demonstrates follow-through on tasks

• Bachelor's degree preferred; equivalent demonstrated professional leadership experience will be considered

🏝️ Benefits

• Health insurance

• Retirement plans

• Flexible work arrangements

• Professional development opportunities