Senior Manager of Call Center Operations at OpenLoop Health

Senior Manager of Call Center Operations

Fully Remote • Remote Worker – N/A

Full-time

Description

OpenLoop is looking for a Senior Manager of Call Center Operations to join our team Remotely or at our HQ in Des Moines, IA. In this role you will be responsible for overseeing the day-to-day operations of our offshore call centers. It will require a strategic thinker with a strong analytical mindset to drive performance through data-driven decision-making. The ideal candidate will have extensive experience in analytical call center management, excellent leadership skills, and a proven track record of improving operational metrics.

About the Role

Responsibilities include, but are not limited to:

• Lead and manage a team of call center supervisors and agents, providing guidance, support, and training to ensure high performance.
• Foster a positive and motivating work environment to enhance team morale and productivity.
• Develop and implement strategies to optimize call center operations, including workforce management, process improvements, and technology enhancements.
• Monitor key performance indicators (KPIs) and implement corrective actions to achieve and exceed targets.
• Utilize data analytics to track and analyze call center performance metrics, identifying trends and areas for improvement.
• Generate and present detailed reports on call center performance, providing actionable insights to senior leadership.
• Ensure exceptional customer service by implementing best practices and continuous improvement initiatives.
• Address escalated customer issues and implement solutions to prevent recurrence.
• Work closely with cross-functional teams, including IT, HR, and Quality Assurance, to align call center operations with overall company goals.
• Collaborate with offshore partners to ensure seamless integration and effective communication.
• Manage call center budgets, ensuring cost-effective operations without compromising service quality.
• Allocate resources efficiently to meet operational demands and business objectives.

Requirements

• Bachelor’s degree in Business Administration, Management, or a related field
• Minimum of 7 years of experience in call center management, with at least 3 years in a senior management role.
• Strong analytical skills with experience in data analysis, reporting, and performance management.
• Proficiency in call center software and CRM systems.
• Excellent leadership and communication skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Experience managing offshore call center teams.
• Knowledge of healthcare industry regulations and best practices.
• Six Sigma or Lean certification preferred.

About OpenLoop

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring healing anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.

Our Company Culture

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.

Sound like a good fit? We’d love to meet you.

Salary Description

$80,000- $110,000