Job Description:

• Manage and oversee day-to-day operations of the healthcare voice/call center team
• Monitor team performance and ensure achievement of KPIs
• Lead, coach, and develop team leaders and agents to drive performance and engagement
• Analyze call center metrics and implement process improvements
• Ensure quality standards and compliance with company policies
• Handle escalations and resolve complex customer issues
• Collaborate with other departments to improve customer experience
• Prepare reports and provide insights to senior management

Minimum Qualifications:

• At least 5 years of experience in call center operations with focus in healthcare
• Experience leading startup operations or departments with 50–100 employees
• Strong knowledge of call center metrics and performance management
• Excellent communication and interpersonal skills
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