About this role
Description
Key Responsibilities
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Run high-quality operations. Oversee inbound and outbound call handling, staffing coverage and service delivery, and step in hands-on when volume or staffing requires it.
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Lead the operating model. Design and implement a scalable, enterprise-wide approach to call handling across state programs, partnering with local leaders through the transition.
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Standardize and improve. Establish consistent standard operating procedures, scripts, escalation paths and best practices across frontline teams, and drive continuous improvement through root-cause analysis.
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Optimize the technology. Configure and continually improve IVR and call flows, routing and skills, callbacks and self-service, working with Ops teams, IT and vendors.
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Own workforce management. Lead forecasting, staffing models, scheduling and real-time management to match staffing to demand and optimize cost to serve.
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Measure what matters. Define and report KPIs for service, quality, efficiency and customer experience, and hold teams accountable to clear standards.
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Bring in AI and automation. Help identify and implement AI, automation and self-service tools that improve responsiveness, reduce manual work and help people get answers faster.
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Build the team. Recruit, coach and develop managers, supervisors and frontline staff, building a culture of accountability, empathy and continuous improvement.
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Required Qualifications
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8+ years of contact center operations experience, including 5+ years leading multi-site or remote teams in a high-volume environment
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Deep call center operations expertise:
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IVR, call flow, skills and routing configuration;
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workforce management and staffing optimization;
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inbound and outbound call handling;
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performance metrics and KPIs
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Strong hands-on experience with enterprise telephony and cloud contact center platforms
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A track record of standardizing processes and improving performance across multiple teams or locations
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Strong analytical and financial skills: KPI reporting, staffing models, business cases and ROI
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Excellent communication and cross-functional partnership skills
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Bachelor’s degree or equivalent experience
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Preferred Qualifications
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Genesys Cloud or other top tier system experience
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Experience implementing contact center AI (virtual agents, agent assist, call summarization)
Qualifications
Skills
- Behaviors
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- Motivations
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Education
Experience
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Licenses & Certifications
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Equal Opportunity Employer
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This employer is required to notify all applicants of their rights pursuant to federal employment laws.
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For further information, please review the Know Your Rights notice from the Department of Labor.
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