What are the responsibilities and job description for the Senior Contact Center Manager position at Provisions Group?
Senior Manager, Contact Center Operations
Location: Atlanta Area (Hybrid)
The Opportunity
A growing healthcare organization is seeking a Senior Manager of Contact Center Operations to lead a medium-to-large-sized call center focused on delivering high-quality patient interactions. This role is responsible for driving operational efficiency, optimizing team performance, and leveraging technology to enhance patient engagement.
We prefer an office presence in the Atlanta area, with a strong emphasis on spending time in the office to build relationships with team members. Hybrid flexibility is available.
What You’ll Do
- Lead & Develop a High-Performing Team: Oversee daily call center operations, ensuring productivity, engagement, and adherence to service standards. Provide coaching, mentorship, and professional development opportunities to enhance team performance and retention.
- Enhance the Patient Experience: Implement strategies to improve call response times, first-call resolution, and overall satisfaction by fostering a culture of empathy, efficiency, and accountability within the contact center.
- Optimize Technology & Processes: Prefer some of these; Five9, NICE CXone, Salesforce, eClinicalWorks, or ServiceNow to drive automation, streamline workflows, and improve reporting capabilities, ensuring seamless operations and data-driven decision-making.
- Monitor & Improve Performance Metrics: Track key performance indicators (KPIs) such as call volume, average handle time, and resolution rates, making proactive adjustments to improve service levels and meet business objectives.
- Cross-Team Collaboration: Partner with clinical, administrative, and IT leadership to align contact center operations with broader patient care goals, ensuring a consistent and high-quality experience across all touchpoints.
- Support Growth & Scalability: Play a key role in expanding call center capabilities, developing scalable processes, and preparing the team to support a growing healthcare network. Lead change management efforts to adapt to new technologies, policies, and patient needs.
What You Bring
- Proven leadership experience in a high-volume contact center, preferably in healthcare or a related industry, with a track record of improving operational performance and service quality.
- Expertise in call center technology and CRM systems, such as Five9, NICE CXone, Salesforce, eClinicalWorks, or ServiceNow, with the ability to implement process improvements and leverage automation.
- Strong ability to analyze data and translate insights into action, using KPIs and workforce management strategies to enhance efficiency and service levels.
- Exceptional people leadership skills, with experience in motivating, coaching, and developing teams while fostering a culture of engagement and accountability.
- Excellent communication and relationship-building abilities, with a collaborative mindset to work across departments and align call center operations with organizational goals.
- Hybrid flexibility, with a willingness to spend valuable in-office time—especially early on—in the Atlanta area to build relationships and drive team success.
