Customer Support Operations Manager

As the Customer Support Operations Manager, you will play a crucial role in overseeing daily call center operations, ensuring top-notch outreach and triage services that meet program service level agreements (SLAs), uphold federal privacy standards, and satisfy client expectations.

Key Responsibilities:

• Assess and optimize call center workflows to enhance operational efficiency and boost staff productivity.
• Collaborate with the Campaign & Dialer Ops Specialist to ensure timely upload of contact lists, functionality of dialer logic, and completion of call attempts within SLA.
• Manage the scheduling and monitoring of care advocates and Health Resource Specialists (HRSs) to maintain adequate staffing levels.
• Ensure compliance with SLAs through effective management of inbound and outbound call center operations.
• Supervise care navigators (call center agents) to guarantee seamless coverage across all shifts (24/7/365).
• Train new team members and provide ongoing performance monitoring and training on telephony and CRM best practices.
• Conduct quality audits and performance metrics monitoring to ensure excellent call quality and documentation.
• Implement initiatives for quality improvement as necessary.
• Produce weekly and monthly performance reports using telephony and CRM dashboards, and escalate findings to the Deputy Program Manager (DPM) and Program Manager (PM).
• Coordinate with the Clinical Lead, Call Center Supervisors, PHRC, and Outreach staff to promote integrated case handling and smooth handoffs.
• Create standard operating procedures (SOPs) and knowledge base articles (KBAs) for Call Center staff, including crisis incident handling.
• Lead and support process improvement initiatives, focusing on automation and updates to telephony scripting.
• Maintain compliance with federal privacy, security, and data handling standards (e.g., HIPAA, IL4/5, FedRAMP).
• Develop a tracking tool to monitor compliance with monthly government-required training for call center staff.
• Engage in monthly training updates and participate in quarterly government-led training sessions.

Qualifications

• Bachelor's degree in IT, Cybersecurity, Business, Engineering, Management, or a related field.
• PMP or ITIL certification preferred.
• 7-10 years of experience with at least 5 years in Project Management and leadership roles.

Compensation Ranges:

Compensation for this position varies based on multiple factors including location, skill set, education, certifications, and experience. The displayed compensation is a general guideline unique to this role.

EEO Requirements:

The policy of our organization is to ensure that race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation, or national origin are not considered in any personnel or management decisions. All hiring and promotions occur without consideration of these factors.

Physical Requirements:

The physical requirements necessary to perform the primary functions of this job will be communicated during the application process. Reasonable accommodations may be provided for individuals with qualifying disabilities.

Disclaimer

This job description outlines the general nature and level of work expected from employees in this role and is not a comprehensive inventory of all duties, responsibilities, and qualifications.

Salary range: $111,400 - $150,000.