Manager, Contact Center and Systems Operations
New
S
Sollis HealthHealthcare
Remote - National; open to remote work in the following states only: California, Colorado, Connecticut, Florida, Illinois, Louisiana, Maryland, Nevada, New Jersey, Pennsylvania, Texas, Virginia, Washington and Wisconsin., 9a-5p ESTFull-TimeManager
Salary105,000 - 125,000 USD per year
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Job Details
- Required Skills
- Project ManagementData AnalysisStakeholder managementEHR
Requirements
- Led a contact center team, including RTA and full team management.
- Experience with full ownership of phone systems, phone KPIs, and phone management.
- Ability to own a metric-driven OKR.
- Experience managing ambiguous, cross-functional projects.
- Strong communication skills across clinical, IT, and operations stakeholders.
- Desire to grow into broader operational and project management scope.
Responsibilities
- Own national phone performance against OKR targets like answer rate and speed to answer.
- Manage bi-weekly phone data review cadence and collaborate with Data Analysts to generate insights.
- Administer contact center platform and implement performance improvements.
- Identify and resolve staffing gaps, escalation patterns, and training needs.
- Partner with Regional Operation Leads on market-specific phone issues and investigations.
- Serve as the point person for operational system changes impacting front desk and member services.
- Lead project management for initiatives, including timelines, stakeholder communication, and training rollout.
- Act as a liaison between Operations, IT, and Clinical teams during implementations.
- Collaborate with the Operations Analyst to document process changes and train staff.
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