Call Center Manager

Job Summary

The Operations Manager provides leadership and strategic direction for a critical, multi-dimensional, member-facing team within Customer Experience Operations. This role oversees all departmental personnel, productivity, technology, and quality standards, including the development of internal policies and regulatory compliance workflows. Working across a matrixed organization, the Operations Manager acts as a member advocate—utilizing data analytics, root-cause analysis, and continuous process improvement to elevate service delivery. The ideal candidate brings strong frontline contact center leadership, experience in a unionized environment, and a commitment to fostering a member-centric culture grounded in empathy, compliance, and operational excellence.

Responsibilities

• Direct day-to-day contact center operations, maintaining full accountability for team productivity, service quality, and personnel management (hiring, training, coaching, performance evaluations, and employee engagement).
• Develop and analyze staffing models and forecasts in a high-volume environment; execute real-time queue management and resource reallocations to consistently hit target service levels.
• Monitor analytic toolsets and key performance metrics, perform root-cause analysis on service issues, and champion operational improvement initiatives to enhance customer care.
• Build strong relationships with cross-functional departments, leading initiatives within a matrix structure and representing Customer Experience across broader organizational Communities of Practice.
• Support and implement Labor-Management Partnership initiatives while maintaining a strong culture of compliance, ethics, and healthcare regulatory integrity.
• Drive quality assurance by coaching, counseling, and developing staff to deliver compassionate, highly responsive, member-centric service.

Qualifications

• Minimum 4 years of operational management experience; background as a frontline leader in a high-volume call center environment required.
• Strong understanding of healthcare terminology, member services, regulatory standards, and Medicare/Medicaid operations.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint). Hands-on experience with Tableau preferred (ability to filter, export data, and create pivot/analytical views).
• Demonstrated experience managing teams within a unionized work environment.
• Proven ability to influence diverse stakeholder groups without direct positional authority.
• Demonstrated success leading and driving results within a complex matrix organization.
• Exceptional written, verbal, and presentation skills.

Pay & Schedule

• Location: Los Angeles, California
• Job type: Contract
• Salary: $40 - 45 per hour
• Work hours: 8am to 5pm
• Education: High School